Service desk and incident management
SFIA 3: Definition
The receipt of problem reports and the coordination of appropriate and timely responses, including channelling requests for help to appropriate functions for resolution, monitoring progress, and keeping users appraised of progress.
Proposed for SFIA 4.0:
The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress.
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