Learning Log 2

LEARNING LOG NO. 2

Incident Management

             

              We are now in the 3^rd session of our class in Service Management.

              The importance of Incident Management was given emphasis. Since I am not an IT practitioner, I gained much from this topic.

              I earnestly listen as my classmates share their experiences in Incident Management.             

              Looking back on our previous lecture on ITSM, the professor noted that the implementation of ITSM depends of the company’s vision.

              In my opinion, Incident Management is vital for giving quality and efficient service to clients and supports the company’s transactions. I recognized the role of help desk in an organization, and surely it is something not to be taken lightly knowing how critical its impact would be given less attention and action.

              It was also noted that recording incidents prove to be useful.

              The professor also noted that in case that the request is not included in the Service Level Agreement, the answer depends on the company’s business model.