IDG Contributor Network: A process with just one page?

Stop me if you’ve heard this:You have a breach of the terms of your service level agreement (SLA) or a bad incident in your IT organization that results in lost productive time or embarrassment to your organization. Or there is consistent, negative feedback regarding the service desk and the activities they do in support of the user community. Or a change goes through to the production environment that breaks something else downstream. Most likely, there will be a “post-mortem”