Many organizations use the Information Technology Infrastructure Library (ITIL) framework, which is a systematic approach for information technology management in an organization. One of the domains specified by this library is incident management. Many organizations have internal help desk or service desk structures.
While help desks usually serve outside customers and vendors, service desks serve internal customers and other departments within the same company. Users can issue a trouble ticket to the service desk system and that will be processed through some type of workflow using e-mail or other automatic process. At some point, the service desk operators have . . .
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