This is the Incident management module.
What is the objective of Incident management?

  • to annoy users

  • to keep track of difficult users so that the IT organisation can take measures to bring them into line

  • to provide a place where users can quite rightly complain about the attrocious levels of service they receive from us

  • ABC worst practice example

Not ITIL Answers
Good begin. But simply annoying them is not enough. Users are very resilient creatures. When annoyed they tend to fester, sulk and moan even more!
Not ITIL Answers
Much better answer. This way we can get them right where we want them. This is a form of conditioning. Many dumb animals need to be conditioned to behave. Users are no different!
ABC cartoon