IT Process and Problem/Incident Management

How does your organization improve incident and problem management for business-critical applications while improving service levels, reducing support costs and lowering incident resolution times? IT Operations Directors, Problem Managers, Service Desk Managers and many others who are seeking to achieve such improvements have been looking to IT service management (ITSM) best practices outlined by ITIL to improve IT service quality, align business and IT, and achieve cost efficiency. Three important, and closely-related, components of ITIL are the problem and incident management processes and the service desk function. This white paper will look at service desk/incident management and problem management products available today and examine the gap in how these products meet ITIL best practices.