Tag: servicedesk major incident management

May 19, 2023 | by Ritika Bramhe
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How Helpdesks Facilitate Major Incident Management

Helpdesks serve as the initial line of defense for IT incidents, responsible for facilitating incident management, including logging, categorizing, and prioritizing incidents. In the event of a major incident, the helpdesk plays a crucial role in escalating the incident to the appropriate major incident management (MIM) team. The success of this process relies on the … Continued

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