Defining support SLAs that actually hold
A miscalibrated support SLA turns against the team. A method for setting turnaround commitments you can keep.
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Topics
Service Desk
3 articles
Service desk and help desk: the vocabulary sorted
Service desk, help desk, service centre: three terms often confused. What each one actually covers.
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Incident and problem management: stop confusing them
Incident and problem are not the same thing in ITSM. What the confusion costs and how to separate the two flows.
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