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ITIL - Problem management and Folder HelpDesk

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Problem management procedure

 

Folder HelpDesk action

Problem classification   Incident Types are identified by administrator in the Folder HelpDesk Settings and selected by helpdesk staff.
Incident Categories are used in the statistics.
     
Problem identification and recording   Done by helpdesk staff in their normal use of Folder HelpDesk
     
Trend analysis, problem investigation and diagnosis, targeting support action   Analysis of data with Excel reports
     
Providing information to the organization   KBase articles, in Outlook or published to website or intranet

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