Are there any best practices that can be addopted to service management? Heynen adopted the ITIL IT Sevice Management framework to the registration and follow up of incidents. This is the best way to keep track of all service related activities.
Record all events
Each reported incident is recorded in the Heynen ServiceDesk ticket system where it is connected to the customer and the specific part that are already in the CRM database. After this the ticket is clasified and assigned to a support engineer. All activities related to the ticket are recorded so that the history of each incident and part (configuration item) is kept.