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ITIL Incident Management in Bosnia by Vinicius Almeida Santos is a document available to read on EtoBox.

What is ITIL Incident Management in Bosnia about?

The paper discusses the implementation of the ITIL Incident Management process in a public institution in Bosnia and Herzegovina, highlighting its role in improving IT service management. It details the organization of a Service Desk, the categorization and prioritization of incidents, and the overall benefits observed post-implementation. The findings suggest that effective incident management enhances service quality and user satisfaction in public administration.

Author

Vinicius Almeida Santos

Language

EN