Unless we are living in a perfect world, disruptions will happen. Successful teams expect this and plan to deal with them proactively. A process, therefore, should be established to manage these disruptions and to avoid them, at early stages and not as an afterthought. This makes Incident and Problem Management critical for any customer-focused organization. Once we have working Incident and Problem Management processes, there will be fewer breaches in SLAs, resulting in more satisfied customers.
This chapter covers the purpose, objective, and scope of Incident and Problem Management (IPM) and will help the reader in setting up the process activities and interfaces for having a standard IPM process in their team, division, or organization. The topics covered in this chapter are:
Purpose, objective, and scope of Incident and Problem Management (IPM) processes
Roles and responsibilities of the service desk in IPM processes