Incident Management - Do's and Don'ts

This white paper is for IT Service Desk and Helpdesk Managers who are planning to implement a Service Desk based on ITIL principles. The paper will be useful for anyone setting up a new Service Desk on ITIL principles, or moving a current Help Desk to an ITIL based single point of contact - by offering ideas and practical suggestions. The suggestions and observations contained in this paper are taken from personal experience obtained over a number of ITIL implementations.