I teach the ITIL V3 Foundations Course at least monthly, and without fail a student will ask me a question like “So… How exactly do I set up the incident management process in my help desk system?” at which point I have a discussion with the class about the difference between process and workflow.
This is part 1 of a three part series discussing how to “Bridge the Gap” between Service Desks, IT Processes, and Workflow.  In Part 1, I will describe the role IT …