The IT service provider organisation of a financial services company had a service desk that provided support for operational services. Many of the applications it uses are either developed by the IT service provider organisation or customised by them.

They had a good incident management process, but no problem management activities. The organisation was experiencing increasing volumes of recorded incidents in total, but particularly in one area. Analysis of incidents didn’t reveal anything because the categorisation of incidents was poor and the use of the incident categories was not good. All development and testing issues were recorded in a separate defects logging system and there was no differentiation between ...

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