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BENEFITS OF DOCUMENT
Incident and Service Request Management Process (Request Fulfillment Process) are one of the Major process of ITIL which aims to quick restoration of IT Service. This process is designed as per ITIL and ISO 20K and can be easily fit into major organization. Individual organization can follow this process for their IT Operation and do the tailoring accordingly. Many IT Operation people dont relate interruption with business value that is being lost.
Hence, for any interruption, if they focus on restoring service first instead of doing detail analysis in primary stage, interruption will be less. If interruption is less, business loss will be less too which can be revenue loss, reputation loss, productivity loss etc
Incidents and service requests are different too which required different focus in terms of Analysis. Like Service Request are mainly for increasing business productivity by serving different IT related requests where incident are interruption to business.
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Source: Best Practices in Incident Management, ISO 20000 Word: Incident & Service Request Management Process (ITIL ISO 20000) Word (DOCX) Document, Md Monirul Islam
ABOUT THE AUTHOR: MD MONIRUL ISLAM
Working for 13 Years in IT Service area handling large IT support operations, IT asset management operations, service management and user experiences. Experienced in designing process as per ITIL too. I have designed CSI process of multinational organizations with implementation. Experienced in measuring Service Experiences to improve IT Services. Worked in ISO:20000 Project of a large corporate company.
Kindly check my LinkedIn Profile....
Md Monirul Islam has published 4 additional documents on Flevy.
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