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Problem Record Template

What is a Problem Record? The problem record template records a separate problem which the service desk encountered and lists the detailed information related to it. The structure of the template is similar to a problem management flowchart, where the left side contains all of the information gathered regarding the problem and the right side […]

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Major Problem Report Template

Incident vs Problem Many organizations struggle to differentiate between problems and incidents, and the ITIL methodology aims at clarifying the difference between the two incidents vs Problem: A problem refers to the unknown cause of one or more incidents. To use a simple analogy: If a problem is like a disease, then the incidents are […]

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Service Request Form Template

Service Request Form In order for a user to officially request something, be it a simple password change or a more difficult software installation, they need to submit a service request form to the service desk of the organization. The ITIL describes a request as a “standard change” which requires the service desk to follow […]

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What is Incident Management?

ITIL Incident Management Incident Management in ITIL is the key process in Service Operation.  Most Service Providers are evaluated and assessed by the speed they respond and restore service after an incident has occurred.  By definition, an Incident is an unplanned interruption to an IT service or a reduction in the quality of an IT […]

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Major Problem Catalogue Template

ITIL Problem Management – Catalogue Template Those who don’t learn from their mistakes are destined to repeat them: All organizations aim at learning from their mistakes, and hope to refrain from repeating them. The ITIL problem management template catalogs all of the problems which the service desk encountered over the years, and records the following […]

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Incident Report Template | Major Incident Management

Incident Report in ITIL Incident Management Incident reporting is one of the most important phases in Major Incident Management. An incident report is authentic and authorized information written in Incident Report Template, explaining the complete details of an incident like what is the incident about, when did the incident occur, where did the incident occur, what […]

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