Providing Affordable IT Management to SME's 
Incident Management
Any deviation in the operation of your IT services is known as an Incident and the incident management process is designed to give your users a single point of contact (the service desk) and restore the service to a working state as quickly as possible.
Articles:
Introducing the Service Desk (Outlinging how a small business could benefit from having a named contact to manage your IS issues)
Service Desk - the next steps (Some of the basic techniques used to assist in the speedy restoration of your IT services when things go wrong)
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