![]() in the digital age, they want instant, frictionless access to services and support-via the digital or personal channel of their choice. Driven by consumer experiences, service customer expectations are higher than ever. ![]() To understand what's different about Incident Management in ITIL 4, and why it's different, we need to understand what has changed since the last ITIL update: Now, digital channels and automation have transformed how Incident Management happens-across both interaction and response. Not long ago, most employees logged technical issues by phone, and most of the response was done manually. All of these have changed in the last decade. The way incidents are detected and logged. ![]() The purpose of Incident Management remains the same: get service users back online and productive as soon as possible. What has changed is the way we do that:
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