Many "ITIL aligned" service desk tools have flawed incident management. The reason is that is the incidents are logged with a time association and some fields to type in some associated gobbledygook. The expanded incident life cycle is not enforced and as a result trending and problem management is not possible.Here is a fictitious log of an incident at PFS, a financial services company, which uses CGTSD, an “ITIL-aligned” service desk tool. Here is the log of an incident record from this system:Monday, 12 August:09:03am (Bob, the service desk guy): Alice (customer in retail banking) phoned in. Logged an issue. Unable to assist over the phone, will escalate to second line.09:04am (Bob, the service desk guy): Escalate the incident to Charles in second line support.09:05am (Charles, technical support): Open incident.09:05am...
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