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An IT Service Desk acts as a single point of contact between the IT team and end-users. Businesses adopt ITIL to improve service efficiency and productivity. ITIL service operation covers Incident management techniques whose primary objective is to ensure smooth business operations with minimal or no downtime. Competent Incident management process bridges the communication gap between end-users and IT agents. ITIL Incident Management process should follow a set of best practices for effective incident handling and incident resolution.
Investigation and Diagnosis
Incident Resolution and Closure
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