Support and Incident Management Desk - Integrated Request and Incident Management Service
Support and Incident Management Desk - Integrated Request and Incident Management Service

Support and Incident Management Desk - Integrated Request and Incident Management Service

The Integrated Request and Incident Management Service (IRIMS) centralizes the management of user requests and incidents, ensuring a quick and efficient response. Structured into three levels of support, it addresses simple issues at level 1, more complex ones at level 2, and critical incidents at level 3. The process includes submission, classification, assignment, tracking, resolution, and closure of tickets, with regular communication with users. The tools used include ticket management systems, knowledge bases, communication platforms, and monitoring systems. Performance is measured by indicators such as response and resolution times, and user satisfaction. The IRIMS enhances efficiency, reduces disruptions, and ensures complete transparency and traceability, thus playing a crucial role in the effective management of the organization's information technology.
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