At its most fundamental level, Change Management is related to the organization’s understanding of risk. While Risk Management teaches us to accept the risk, ignore risk, reduce risk, or exploit risk based on business strategy and our capabilities, Change Management is all about managing risk to your organization. In this guide, different types of changes are discussed. The key to effective change management is defining change types by risk tolerance, and the appropriate levels of validation required by the IT organization.

The term break/fix refers to the fee-for-service method of providing information technology services to businesses. Using this method an IT solution provider performs services as needed and bills the customer only for the work done. Streamline technical and business operations. MSPs aim to make their internal processes as repeatable and efficient as possible. Doing so reduces the amount of time and money spent on each client so that they can serve a high volume of customers. Many managed services firms invest in MSP-specific professional services automation (PSA) products to manage core business processes and boost efficiency.

An Incident is an unplanned interruption to an IT service or reduction in the quality of an IT service or a failure of a Configuration Item that has not yet impacted an IT service. The purpose of Incident Management is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that agreed levels of service quality are maintained.

Incidents in an IT environment can be categorized in several different ways. Some factors that influence incident categorization include the urgency of the incident and the severity of its impact on users or the business in general. Classifying and categorizing IT incidents helps identify and route incidents to the right technician, saving time and effort. For example, incidents can be classified as major or minor incidents based on their impact on the business and their urgency. Typically, major incidents are the ones that affect business-critical services, thus affecting the entire organization, and need immediate resolutions. Minor incidents usually impact a single user or a department and might have a documented resolution in place already. Let Skafos Consulting streamlined your organization with advanced technology that is suitable for every industry. Managing products and services and frequent ticket incidents.

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