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How to make your ITIL/ISO 20000 Problem Management more effective with a Problem Record
What I have witnessed many times is that SLAs (Service Level Agreements) define incident handling, including incident resolution time. That...
What I have witnessed many times is that SLAs (Service Level Agreements) define incident handling, including incident resolution time. That is OK until you face two opposing views – customers and service delivery, i.e., maintenance...