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ITIL - Problem management and PF HelpDesk

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Problem management procedure

 

PF HelpDesk action

Problem classification   Incident Types are identified by administrator in the PF 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 PF HelpDesk
Trend analysis, problem investigation and diagnosis, targeting support action   Analysis of data via reports from OLAP Reporting Tool
Providing information to the organization   KBase articles, in Outlook or published to website or intranet

  
 
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