Second week is about incident management and service desk. As discussed, incident management talks about timely resolution of incidents resulting in a reduced impact on business operations.
Here is how the incident management process is done in the team I am working on:
The improvement that can be done within our team lies on the proper document in relation to service level agreements (SLA). Although this has been talked about, SLAs differ on each client request but it would still be good to have proper documentation.
THOUGHTS FOR THE WEEK: Talked to my manager regarding creating a incident management plan within the team. He was supportive about it and wanted to start doing it July 2018.