How does the organization improve incident and problem management for business-critical applications while improving service levels, reducing support costs, and lowering incident resolution times? IT Operations Directors, Problem Managers, Service Desk Managers, and many others who are seeking to achieve such improvements have been looking to the IT Service Management (ITSM) best practices outlined by ITIL to improve IT service quality, align business and IT, and achieve cost efficiency. This white paper will look at service desk/incident management and problem management products available today, examine the gaps in how these products meet ITIL best practices, and then show how iConclude can fill those gaps, reducing support costs, time to resolution, and downtime.
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