{"id":38515,"date":"2025-09-29T10:33:41","date_gmt":"2025-09-29T08:33:41","guid":{"rendered":"https:\/\/www.smcconsulting.be\/itsm-incidenten\/"},"modified":"2026-04-02T13:46:32","modified_gmt":"2026-04-02T11:46:32","slug":"itsm-incidenten","status":"publish","type":"page","link":"https:\/\/www.smcconsulting.be\/nl\/itsm-incidenten\/","title":{"rendered":"Incidentbeheer in HaloITSM"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"38515\" class=\"elementor elementor-38515 elementor-38512\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6e57678 hero-sec e-flex e-con-boxed e-con e-parent\" data-id=\"6e57678\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-0e7815b e-con-full e-flex e-con e-child\" data-id=\"0e7815b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-861b66b box-link elementor-widget elementor-widget-text-editor\" data-id=\"861b66b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Incident Management: definitie, ITIL v4-proces &amp; best practices<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ce28d5a elementor-widget elementor-widget-heading\" data-id=\"ce28d5a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\"><span style=\"color:#192BC2\">Incident Management ITSM:<\/span> verlaag de <br>MTTR, handhaaf SLA's en herstel services<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f41ee7d semi-bold elementor-widget elementor-widget-text-editor\" data-id=\"f41ee7d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Incident management is het proces dat bepaalt hoe snel en hoe consistent bedrijven de normale dienstverlening herstellen wanneer er iets misgaat. Wanneer dit goed wordt uitgevoerd, is het onzichtbaar voor de organisatie. Wordt het slecht uitgevoerd, dan bepaalt het hoe uw IT-afdeling wordt waargenomen.  <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d87d398 box-link elementor-widget elementor-widget-text-editor\" data-id=\"d87d398\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>SMC Consulting ontwerpt en implementeert al meer dan 25 jaar incident management-processen voor bedrijven van elke omvang in Belgi\u00eb, Frankrijk, Luxemburg en Zwitserland. Dit is hoe een volwassen proces eruitziet en waar de meeste bedrijven tekortschieten. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d57b1d9 banner-btn elementor-widget elementor-widget-ucaddon_blox_btn_group\" data-id=\"d57b1d9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"ucaddon_blox_btn_group.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<!-- start Button Group -->\n\t\t<link id='font-awesome-css' href='https:\/\/www.smcconsulting.be\/wp-content\/plugins\/unlimited-elements-for-elementor\/assets_libraries\/font-awesome6\/fontawesome-all.min.css' type='text\/css' rel='stylesheet' >\n\t\t<link id='font-awesome-4-shim-css' href='https:\/\/www.smcconsulting.be\/wp-content\/plugins\/unlimited-elements-for-elementor\/assets_libraries\/font-awesome6\/fontawesome-v4-shims.min.css' type='text\/css' rel='stylesheet' >\n\n<style>\/* widget: Button Group *\/\n\n#uc_blox_btn_group_elementor_d57b1d9\n{\n  display:flex;\n  flex-wrap: wrap;\n}\n\n#uc_blox_btn_group_elementor_d57b1d9 a\n{\n  display:block;\n  text-decoration:none;\n  transition:0.3s;\n\n}\n\n#uc_blox_btn_group_elementor_d57b1d9 .blox_btn_group_inner\n{\n  display:inline-flex;\n  align-items:center;\n}\n\n#uc_blox_btn_group_elementor_d57b1d9 .blox_btn_group_inner .ue-btn-icon\n{\n  line-height:1em;\n}\n\n#uc_blox_btn_group_elementor_d57b1d9 .blox_btn_group_inner .ue-btn-icon svg\n{\n  height:1em;\n  width:1em;\n}\n\n<\/style>\n\n<div id=\"uc_blox_btn_group_elementor_d57b1d9\" class=\"blox_btn_group uc-items-wrapper \" >\n  <a class=\"elementor-repeater-item-1dadcd6 \" href=\"https:\/\/www.smcconsulting.be\/nl\/neem-contact-met-ons-op\/\" id=\"uc_blox_btn_group_elementor_d57b1d9_item1\" >\n  <div class=\"blox_btn_group_inner\">\n        <div class=\"ue-btn-txt\">Spreek met een ITSM-consultant<\/div>\n  <\/div>\n<\/a>\n\n  \n\n\n<\/div>\n<!-- end Button Group -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1674354 e-flex e-con-boxed e-con e-parent\" data-id=\"1674354\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2099ccc e-transform elementor-widget elementor-widget-image\" data-id=\"2099ccc\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_transform_translateX_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateX_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateX_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a href=\"#scroll\">\n\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"62\" height=\"62\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/02\/Scroll-arrow.svg\" class=\"attachment-full size-full wp-image-62077\" alt=\"Partnerproducten | Scrollpijl\" \/>\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-348a7f2 e-con-full e-flex e-con e-child\" data-id=\"348a7f2\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-588027b e-con-full e-flex e-con e-child\" data-id=\"588027b\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-18a4340 semi-bold elementor-widget elementor-widget-heading\" data-id=\"18a4340\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Wat is <strong>incidentmanagement?<\/strong> <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ec94c59 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"ec94c59\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5668f0f box-link elementor-widget elementor-widget-text-editor\" data-id=\"5668f0f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tIncidentmanagement is het ITSM-proces dat verantwoordelijk is voor het zo snel mogelijk detecteren, registreren, classificeren en oplossen van ongeplande onderbrekingen van IT-diensten, met een minimale impact op gebruikers en bedrijfsvoering.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ac98679 box-link elementor-widget elementor-widget-text-editor\" data-id=\"ac98679\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tVolgens ITIL v4 is een incident een ongeplande onderbreking van een IT-dienst of een vermindering van de kwaliteit van die dienst. Deze definitie maakt drie zaken duidelijk: \n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-286142b elementor-align-start box-link Consulting-link elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"286142b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Een gepland onderhoudsvenster is geen incident. Een probleem dat tijdens dat venster wordt ontdekt, is dat wel. <\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Totale uitval is niet vereist. Traagheid, periodieke storingen en gedeeltelijke onbeschikbaarheid vallen hier allemaal onder. <\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"22\" height=\"22\" viewBox=\"0 0 22 22\" fill=\"none\"><path fill-rule=\"evenodd\" clip-rule=\"evenodd\" d=\"M11 0C17.0741 0 22 4.92594 22 11C22 17.0741 17.0741 22 11 22C4.92594 22 0 17.0741 0 11C0 4.92594 4.92594 0 11 0ZM8.71571 14.5729L6.02264 11.8776C5.56384 11.4185 5.56374 10.6699 6.02264 10.2109C6.48164 9.752 7.23359 9.75487 7.68925 10.2109L9.58785 12.111L14.3109 7.38791C14.7699 6.92891 15.5186 6.92891 15.9775 7.38791C16.4365 7.84681 16.4359 8.59617 15.9775 9.05452L10.4198 14.6122C9.96147 15.0706 9.2121 15.0712 8.7532 14.6122C8.7403 14.5993 8.72786 14.5862 8.71571 14.5729Z\" fill=\"#4399A9\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">De eenheid van impact is de service zoals ervaren door de gebruiker, niet <br>de technische component die is uitgevallen.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e040c40 e-con-full e-flex e-con e-child\" data-id=\"e040c40\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-955f75b elementor-hidden-desktop elementor-hidden-tablet elementor-widget elementor-widget-image\" data-id=\"955f75b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1128\" height=\"1022\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/What-Is-Incident-Management.jpg\" class=\"attachment-full size-full wp-image-84023\" alt=\"ITIL-incidentmanagementprocesdiagram met de belangrijkste workflowfasen\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/What-Is-Incident-Management.jpg 1128w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/What-Is-Incident-Management-300x272.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/What-Is-Incident-Management-1024x928.jpg 1024w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/What-Is-Incident-Management-768x696.jpg 768w\" sizes=\"auto, (max-width: 1128px) 100vw, 1128px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6137e5a e-flex e-con-boxed e-con e-parent\" data-id=\"6137e5a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-43610b5 e-con-full e-flex e-con e-child\" data-id=\"43610b5\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5285651 elementor-hidden-desktop elementor-hidden-tablet elementor-widget elementor-widget-image\" data-id=\"5285651\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1180\" height=\"836\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/What-incident-management-is-not.jpg\" class=\"attachment-full size-full wp-image-84024\" alt=\"Vergelijkingsdiagram tussen incidentmanagement en problemmanagement in ITSM\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/What-incident-management-is-not.jpg 1180w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/What-incident-management-is-not-300x213.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/What-incident-management-is-not-1024x725.jpg 1024w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/What-incident-management-is-not-768x544.jpg 768w\" sizes=\"auto, (max-width: 1180px) 100vw, 1180px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-236c068 e-con-full e-flex e-con e-child\" data-id=\"236c068\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-bf7f719 semi-bold elementor-widget elementor-widget-heading\" data-id=\"bf7f719\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Wat <strong>incident-<br>management<\/strong> niet is<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5d9cef7 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"5d9cef7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d9cd407 box-link elementor-widget elementor-widget-text-editor\" data-id=\"d9cd407\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Incidentmanagement gaat niet over het vinden van de bronoorzaken \u2014 dat is <a href=\"https:\/\/www.smcconsulting.be\/nl\/itsm-problemen\/\">problem management<\/a>. Het enige doel is herstel van de dienstverlening. Bedrijven die de tijd voor het oplossen besteden aan het diagnosticeren van het &#8216;waarom&#8217; in plaats van het repareren van het &#8216;wat&#8217;, halen consequent hun SLA&#8217;s niet.  <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-abf8f62 box-link elementor-widget elementor-widget-text-editor\" data-id=\"abf8f62\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Het is ook te onderscheiden van <a href=\"https:\/\/www.smcconsulting.be\/nl\/itsm-verzoeken\/\">service request management<\/a>. Een aanvraag voor toegang tot nieuwe software of een hardwarevervanging is geen incident. Het mengen van deze twee in dezelfde wachtrij verslechtert de afhandelingskwaliteit van beide.  <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5404771 e-flex e-con-boxed e-con e-parent\" data-id=\"5404771\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-30ae156 e-con-full e-flex e-con e-child\" data-id=\"30ae156\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b7ea5e4 elementor-widget elementor-widget-heading\" data-id=\"b7ea5e4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">De 7 fasen van een gestructureerd <strong>incidentbeheerproces<\/strong><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5288b98 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"5288b98\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-933bb81 box-link elementor-widget elementor-widget-text-editor\" data-id=\"933bb81\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tEen volwassen incidentbeheerproces volgt een gedefinieerde levenscyclus. Elke fase heeft een duidelijke eigenaar, gedefinieerde inputs en outputs, en meetbare prestatiecriteria. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-ba9a208 e-con-full e-flex e-con e-child\" data-id=\"ba9a208\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-f1623ba e-con-full e-flex e-con e-child\" data-id=\"f1623ba\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2ec3e9d elementor-position-left elementor-vertical-align-middle box-h elementor-widget elementor-widget-image-box\" data-id=\"2ec3e9d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img loading=\"lazy\" decoding=\"async\" width=\"80\" height=\"80\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Knowledge-management-for-IT-and-service-desk-teams.svg\" class=\"attachment-full size-full wp-image-80587\" alt=\"AI-oplossingen voor kennisbeheer | Kennisbeheer voor IT- en servicedesk-teams\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">Detectie en identificatie<\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9f71da4 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"9f71da4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-370103f  semi-bold elementor-widget elementor-widget-text-editor\" data-id=\"370103f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tIncidenten worden gedetecteerd via gebruikersmeldingen, automatische monitoringwaarschuwingen of proactieve observatie door het IT-team. Bedrijven die uitsluitend vertrouwen op gebruikers om incidenten te melden, lopen altijd achter de feiten aan. Best-in-class operaties detecteren de meeste problemen voordat iemand de telefoon oppakt.  \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-52fb3fc  semi-bold elementor-widget elementor-widget-text-editor\" data-id=\"52fb3fc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tWat hiervoor nodig is: monitoringdekking voor kritieke diensten, duidelijke rapportagekanalen (portal, e-mail, telefoon, chat) en directe integratie tussen waarschuwingstools en uw ITSM-platform.\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0d48e24 e-con-full e-flex e-con e-child\" data-id=\"0d48e24\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-80940e3 elementor-hidden-desktop elementor-hidden-tablet elementor-widget elementor-widget-image\" data-id=\"80940e3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"786\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Detection-and-Identification-1024x786.jpg\" class=\"attachment-large size-large wp-image-84043\" alt=\"ITSM-incidentdetectieproces met monitoringtools en waarschuwingsmeldingen\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Detection-and-Identification-1024x786.jpg 1024w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Detection-and-Identification-300x230.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Detection-and-Identification-768x589.jpg 768w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Detection-and-Identification.jpg 1100w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-9df7b2e e-con-full e-flex e-con e-child\" data-id=\"9df7b2e\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-46ec2f8 e-con-full e-flex e-con e-child\" data-id=\"46ec2f8\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-aca215f elementor-position-left elementor-vertical-align-middle box-h elementor-widget elementor-widget-image-box\" data-id=\"aca215f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img loading=\"lazy\" decoding=\"async\" width=\"80\" height=\"80\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Knowledge-base-for-customer-support-teams-and-self-service-portals.svg\" class=\"attachment-full size-full wp-image-80586\" alt=\"AI Knowledge Management-oplossingen | Knowledge base voor klantenserviceteams en self-serviceportalen\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">Logging en registratie<\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4bc603c elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"4bc603c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2d23971  semi-bold elementor-widget elementor-widget-text-editor\" data-id=\"2d23971\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tElk incident moet onmiddellijk worden gelogd \u2014 volledig en consistent. Een niet-gelogd incident is een onzichtbaar incident. \n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-60bf78f  semi-bold elementor-widget elementor-widget-text-editor\" data-id=\"60bf78f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tEen volledige registratie bevat: datum en tijdstip van detectie, getroffen gebruikers en diensten, beschrijving van symptomen, initi\u00eble impactanalyse en de naam van de persoon die het heeft gelogd. Onvolledige logging maakt SLA-rapportage onbetrouwbaar, ondermijnt audit trails en maakt trendanalyse onmogelijk. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b818dcf e-con-full e-flex e-con e-child\" data-id=\"b818dcf\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5d9a6bf elementor-hidden-desktop elementor-hidden-tablet elementor-widget elementor-widget-image\" data-id=\"5d9a6bf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"680\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Logging-and-Registration-1024x680.jpg\" class=\"attachment-large size-large wp-image-84042\" alt=\"ITSM-incidentregistratieproces met ticketregistratie in het servicedesksysteem\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Logging-and-Registration-1024x680.jpg 1024w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Logging-and-Registration-300x199.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Logging-and-Registration-768x510.jpg 768w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Logging-and-Registration.jpg 1100w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-fe0a2d2 e-con-full e-flex e-con e-child\" data-id=\"fe0a2d2\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-543561c e-con-full e-flex e-con e-child\" data-id=\"543561c\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d756d72 elementor-position-left elementor-vertical-align-middle box-h elementor-widget elementor-widget-image-box\" data-id=\"d756d72\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img loading=\"lazy\" decoding=\"async\" width=\"80\" height=\"80\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Knowledge-management-for-HR-and-people-teams.svg\" class=\"attachment-full size-full wp-image-80585\" alt=\"AI Knowledge Management-oplossingen | Knowledge management voor HR- en personeelsteams\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">Classificatie en <br>prioritering<\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-97d99e5 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"97d99e5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b26afc1  semi-bold elementor-widget elementor-widget-text-editor\" data-id=\"b26afc1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tHet incident wordt gecategoriseerd op type (netwerk, applicatie, hardware, beveiliging) en krijgt een prioriteit toegewezen op basis van urgentie \u00d7 impact. Dit bepaalt welke SLA van toepassing is en welk escalatiepad wordt geactiveerd. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-030b630 e-con-full e-flex e-con e-child\" data-id=\"030b630\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c9b19ea elementor-hidden-desktop elementor-hidden-tablet elementor-widget elementor-widget-image\" data-id=\"c9b19ea\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"469\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Classification-and-Prioritisation-1024x469.jpg\" class=\"attachment-large size-large wp-image-84071\" alt=\"ITSM-incidentclassificatie en prioritering op basis van urgentie en bedrijfsimpact\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Classification-and-Prioritisation-1024x469.jpg 1024w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Classification-and-Prioritisation-300x137.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Classification-and-Prioritisation-768x352.jpg 768w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Classification-and-Prioritisation.jpg 1100w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-15321be e-con-full e-flex e-con e-child\" data-id=\"15321be\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2306cd2 table-box elementor-widget elementor-widget-html\" data-id=\"2306cd2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<table class=\"comparison-table\">\r\n  <thead>\r\n    <tr>\r\n      <th>Prioriteit<\/th>\r\n      <th>Definitie<\/th>\r\n      <th>Beoogde oplossingstermijn<\/th>\r\n    <\/tr>\r\n  <\/thead>\r\n  <tbody>\r\n\r\n    <tr>\r\n      <td><strong>P1 \u2014 Kritiek<\/strong><\/td>\r\n      <td>Volledige uitval, grote zakelijke impact<\/td>\r\n      <td>1\u20134 uur<\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td><strong>P2 \u2014 Hoog<\/strong><\/td>\r\n      <td>Aanzienlijke verslechtering, grote gebruikersgroep <br>getroffen<\/td>\r\n      <td>4\u20138 uur<\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td><strong>P3 \u2014 Gemiddeld<\/strong><\/td>\r\n      <td>Gedeeltelijke verstoring, workaround beschikbaar<\/td>\r\n      <td>1\u20133 werkdagen<\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td><strong>P4 \u2014 Laag<\/strong><\/td>\r\n      <td>Klein probleem, enkele gebruiker, minimale impact<\/td>\r\n      <td>3\u20135 werkdagen<\/td>\r\n    <\/tr>\r\n\r\n  <\/tbody>\r\n<\/table>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6097c23  semi-bold elementor-widget elementor-widget-text-editor\" data-id=\"6097c23\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tZonder een formele prioriteitenmatrix hanteert elke technicus zijn eigen oordeel \u2014 wat leidt tot inconsistente afhandeling en schendingen van de SLA bij de tickets die er het meest toe doen.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-41fbfab e-con-full e-flex e-con e-child\" data-id=\"41fbfab\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-aed4288 e-con-full e-flex e-con e-child\" data-id=\"aed4288\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-80417a5 elementor-position-left elementor-vertical-align-middle box-h elementor-widget elementor-widget-image-box\" data-id=\"80417a5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img loading=\"lazy\" decoding=\"async\" width=\"80\" height=\"80\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Knowledge-management-for-sales-and-marketing-teams.svg\" class=\"attachment-full size-full wp-image-80584\" alt=\"AI-oplossingen voor kennisbeheer | Kennisbeheer voor verkoop- en marketingteams\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">Initi\u00eble diagnose en <br>escalatie<\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fb5975a elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"fb5975a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-79628e1  semi-bold elementor-widget elementor-widget-text-editor\" data-id=\"79628e1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tDe servicedesk probeert het incident op te lossen met behulp van bekende procedures en artikelen uit de kennisbank. Indien het incident niet binnen de gestelde SLA-drempel wordt opgelost, vindt er escalatie plaats \u2014 ofwel functioneel (naar een gespecialiseerd team) of hi\u00ebrarchisch (naar het management bij grote incidenten). \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b01ea17  semi-bold elementor-widget elementor-widget-text-editor\" data-id=\"b01ea17\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tEen gedocumenteerde escalatiematrix moet de triggers, doelstellingen, communicatieverantwoordelijkheden en criteria voor grote incidenten defini\u00ebren. Zonder een dergelijke matrix zijn escalatiebeslissingen subjectief en worden de oplossingstijden onvoorspelbaar. \n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7fab706 e-con-full e-flex e-con e-child\" data-id=\"7fab706\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-d1a28bf elementor-hidden-desktop elementor-hidden-tablet elementor-widget elementor-widget-image\" data-id=\"d1a28bf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"784\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Initial-Diagnosis-and-Escalation-1024x784.jpg\" class=\"attachment-large size-large wp-image-84118\" alt=\"Incidentmanagement ITSM initi\u00eble diagnose en escalatie met probleemanalyse en routering naar het supportteam\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Initial-Diagnosis-and-Escalation-1024x784.jpg 1024w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Initial-Diagnosis-and-Escalation-300x230.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Initial-Diagnosis-and-Escalation-768x588.jpg 768w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Initial-Diagnosis-and-Escalation.jpg 1100w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-dd58f62 e-con-full e-flex e-con e-child\" data-id=\"dd58f62\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-19f7eef e-con-full e-flex e-con e-child\" data-id=\"19f7eef\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6f21b06 elementor-position-left elementor-vertical-align-middle box-h elementor-widget elementor-widget-image-box\" data-id=\"6f21b06\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img loading=\"lazy\" decoding=\"async\" width=\"80\" height=\"80\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/CMDB-visibility-for-impact-and-recurring-patterns.svg\" class=\"attachment-full size-full wp-image-82787\" alt=\"CMDB-zichtbaarheid voor impact en terugkerende patronen\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">Onderzoek en diagnose<\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7784b9b elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"7784b9b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a60e10c box-link elementor-widget elementor-widget-text-editor\" data-id=\"a60e10c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Het toegewezen team voert een onderzoek uit, waarbij de <strong><a href=\"https:\/\/www.smcconsulting.be\/nl\/haloitsm-cmdb\/\">CMDB<\/a> <\/strong>wordt geraadpleegd om service-afhankelijkheden in kaart te brengen en recente wijzigingsrecords worden gecontroleerd die het probleem mogelijk hebben veroorzaakt. Gestructureerde toegang tot nauwkeurige configuratiegegevens maakt een meetbaar verschil in de duur van deze fase. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4965bbf e-con-full e-flex e-con e-child\" data-id=\"4965bbf\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5d56da2 elementor-hidden-desktop elementor-hidden-tablet elementor-widget elementor-widget-image\" data-id=\"5d56da2\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"523\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Investigation-and-Diagnosis-1024x523.jpg\" class=\"attachment-large size-large wp-image-84117\" alt=\"Incidentmanagement ITSM onderzoek en diagnose met oorzaakanalyse en probleemoplossingsproces\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Investigation-and-Diagnosis-1024x523.jpg 1024w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Investigation-and-Diagnosis-300x153.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Investigation-and-Diagnosis-768x392.jpg 768w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Investigation-and-Diagnosis.jpg 1100w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-070f467 e-con-full e-flex e-con e-child\" data-id=\"070f467\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-26511f2 e-con-full e-flex e-con e-child\" data-id=\"26511f2\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-afeea31 elementor-position-left elementor-vertical-align-middle box-h elementor-widget elementor-widget-image-box\" data-id=\"afeea31\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img loading=\"lazy\" decoding=\"async\" width=\"80\" height=\"80\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/03\/Microsoft-Teams-integration-to-keep-users-and-agents-in-flow.svg\" class=\"attachment-full size-full wp-image-82788\" alt=\"Microsoft Teams-integratie om gebruikers en agenten in hun workflow te houden\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">Oplossing en herstel<\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-90e90e3 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"90e90e3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8561ecf box-link elementor-widget elementor-widget-text-editor\" data-id=\"8561ecf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>De oplossing wordt toegepast en de gebruiker bevestigt dat de normale dienstverlening is hervat. Als de oplossing een configuratiewijziging vereist, moet deze via <a href=\"\/change-management-in-itsm\/\">change management<\/a> verlopen \u2014 zelfs in de noodmodus \u2014 om te voorkomen dat er nieuwe incidenten ontstaan. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5895db4 e-con-full e-flex e-con e-child\" data-id=\"5895db4\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4a6b84f elementor-hidden-desktop elementor-hidden-tablet elementor-widget elementor-widget-image\" data-id=\"4a6b84f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"523\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Resolution-and-Recovery-1024x523.jpg\" class=\"attachment-large size-large wp-image-84116\" alt=\"ITSM-incidentoplossingsproces met herstel van services en systeemherstel\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Resolution-and-Recovery-1024x523.jpg 1024w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Resolution-and-Recovery-300x153.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Resolution-and-Recovery-768x392.jpg 768w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Resolution-and-Recovery.jpg 1100w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2e7e318 e-con-full e-flex e-con e-child\" data-id=\"2e7e318\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-7f7e4ab e-con-full e-flex e-con e-child\" data-id=\"7f7e4ab\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8c70498 elementor-position-left elementor-vertical-align-middle box-h elementor-widget elementor-widget-image-box\" data-id=\"8c70498\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-image-box-wrapper\"><figure class=\"elementor-image-box-img\"><img loading=\"lazy\" decoding=\"async\" width=\"80\" height=\"80\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Closure-and-Documentation-svg.svg\" class=\"attachment-full size-full wp-image-84119\" alt=\"Afsluiting en documentatie svg\" \/><\/figure><div class=\"elementor-image-box-content\"><h3 class=\"elementor-image-box-title\">Afsluiting en documentatie<\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a7169e9 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"a7169e9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4e96997 box-link elementor-widget elementor-widget-text-editor\" data-id=\"4e96997\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tHet incident wordt formeel afgesloten met een volledig dossier: stappen voor de oplossing, tijdstip van afsluiting en bevestiging van de gebruiker. Voor terugkerende incidenten of incidenten met een grote impact moet er automatisch een probleemrecord worden geopend om een onderzoek naar de bronoorzaak te starten. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d20f3aa  semi-bold elementor-widget elementor-widget-text-editor\" data-id=\"d20f3aa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tElke goed gedocumenteerde oplossing is een toekomstige tijdbesparende bron voor uw servicedesk.\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3f838b1 e-con-full e-flex e-con e-child\" data-id=\"3f838b1\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a97cff8 elementor-hidden-desktop elementor-hidden-tablet elementor-widget elementor-widget-image\" data-id=\"a97cff8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"627\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Closure-and-Documentation-1024x627.jpg\" class=\"attachment-large size-large wp-image-84115\" alt=\"ITSM-incidentafhandelingsproces met documentatie en update van de kennisbank\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Closure-and-Documentation-1024x627.jpg 1024w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Closure-and-Documentation-300x184.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Closure-and-Documentation-768x471.jpg 768w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Closure-and-Documentation.webp 1100w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-b749021 glance e-flex e-con-boxed e-con e-parent\" data-id=\"b749021\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-72a2687 e-con-full e-flex e-con e-child\" data-id=\"72a2687\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ac74a62 semi-bold elementor-widget elementor-widget-heading\" data-id=\"ac74a62\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">De KPI's die de <strong>prestaties van incidentbeheer<\/strong> defini\u00ebren <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-31ee0a1 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"31ee0a1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9f4342c migrate-table incident-table elementor-widget elementor-widget-html\" data-id=\"9f4342c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<table class=\"comparison-table\">\r\n  <thead>\r\n    <tr>\r\n      <th>KPI<\/th>\r\n      <th>Wat het meet<\/th>\r\n      <th>Doelstelling<\/th>\r\n    <\/tr>\r\n  <\/thead>\r\n  <tbody>\r\n\r\n    <tr>\r\n      <td><strong>MTTR<\/strong><\/td>\r\n      <td>Gemiddelde tijd van detectie tot oplossing<\/td>\r\n      <td>&lt;4u (P1), &lt;8u (P2)<\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td><strong>MTTD<\/strong><\/td>\r\n      <td>Gemiddelde tijd van optreden tot detectie<\/td>\r\n      <td>Zo laag mogelijk<\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td><strong>FCR-percentage<\/strong><\/td>\r\n      <td>% incidenten opgelost door L1 zonder escalatie<\/td>\r\n      <td>70\u201380%<\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td><strong>SLA-naleving<\/strong><\/td>\r\n      <td>% incidenten opgelost binnen de gecontracteerde SLA<\/td>\r\n      <td>&gt;90%<\/td>\r\n    <\/tr>\r\n\r\n    <tr>\r\n      <td><strong>Recidivepercentage<\/strong><\/td>\r\n      <td>% gesloten incidenten die binnen 30 dagen heropend worden<\/td>\r\n      <td>&lt;10%<\/td>\r\n    <\/tr>\r\n\r\n  <\/tbody>\r\n<\/table>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4cc9787 glance e-flex e-con-boxed e-con e-parent\" data-id=\"4cc9787\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-8dc6875 e-con-full e-flex e-con e-child\" data-id=\"8dc6875\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-0ff10b9 elementor-widget elementor-widget-heading\" data-id=\"0ff10b9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Hoe SMC Consulting <strong>uw<br> incidentmanagement<\/strong> structureert <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6ccdb5a elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"6ccdb5a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ac68bd8 link-border elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"ac68bd8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tHet inzetten van een ITSM-tool is niet hetzelfde als het implementeren van een proces. Dit onderscheid is essentieel \u2014 en dit is waar de meeste implementaties falen. \n\u2028\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-eee94d7 link-border elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"eee94d7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Wanneer wij aan de slag gaan met incidentmanagement, beginnen we bij de proceslacunes: ongedefinieerde verantwoordelijkheden, ontbrekende escalatiepaden, inconsistenties in classificatie en statistieken die door niemand worden bijgehouden. De configuratie van de tool komt op de tweede plaats. Dit is wat onze interventie omvat:  <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-89812dc e-con-full e-grid e-con e-child\" data-id=\"89812dc\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-0c4bf77 e-con-full e-flex e-con e-child\" data-id=\"0c4bf77\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7c13d35 elementor-position-inline-start elementor-view-default elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"7c13d35\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span 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44.2848 54.6666 44.6134V48.3906ZM55.3334 43.3334C53.4924 43.3334 52 41.8409 52 40C52.0022 38.1599 53.4933 36.6688 55.3334 36.6666C57.1743 36.6666 58.6667 38.159 58.6667 40C58.6667 41.841 57.1743 43.3334 55.3334 43.3334Z\" fill=\"white\"><\/path><path d=\"M46.9706 32.1182C46.4706 31.618 45.7925 31.337 45.0853 31.3369C44.3781 31.3368 43.6999 31.6178 43.1999 32.1179L42.7448 32.5726L42.7442 32.5736L40.8763 34.4421L32.4654 42.8525C32.4516 42.8663 32.446 42.8853 32.4337 42.9C32.377 42.9687 32.3344 43.0478 32.3082 43.1328C32.2988 43.1524 32.2904 43.1725 32.2831 43.193L31.3489 47.8655C31.3097 48.0614 31.3604 48.2645 31.487 48.4189C31.6137 48.5734 31.8028 48.663 32.0026 48.663C32.0466 48.663 32.0904 48.6586 32.1334 48.65L36.8059 47.7154C36.8265 47.7113 36.8417 47.698 36.8614 47.6921C36.9468 47.6655 37.0263 47.6229 37.0958 47.5667C37.1117 47.5535 37.1314 47.548 37.1464 47.5331L45.5566 39.1226L47.4248 37.2545L47.4258 37.2538L47.8809 36.7987C48.9206 35.7565 48.9206 34.0694 47.8809 33.0272L46.9706 32.1182ZM41.3476 35.8561L42.2735 36.7821L34.8058 44.25L33.8795 43.3239L41.3476 35.8561ZM32.8521 47.1464L33.3462 44.6759L35.3228 46.6524L32.8521 47.1464ZM36.675 46.1191L35.7485 45.1927L43.2161 37.7248L44.1424 38.6513L36.675 46.1191ZM45.0852 37.7086L43.6877 36.3111L42.2902 34.9134L43.216 33.9873L45.7301 36.5007L46.0116 36.7822L45.0852 37.7086ZM46.9544 35.8395L44.1595 33.0446C44.6887 32.5554 45.5073 32.5625 46.028 33.0608V33.0611L46.9381 33.9704C47.4513 34.4851 47.4586 35.3159 46.9544 35.8395Z\" fill=\"white\"><\/path><\/g><defs><\/defs><\/svg>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span  >\n\t\t\t\t\t\t\tProcesontwerp\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4bc2e35 link-border elementor-widget elementor-widget-text-editor\" data-id=\"4bc2e35\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Wij ontwerpen uw classificatietaxonomie, prioriteitsmatrix, SLA-framework, escalatiematrix en afsluitingsprocedures \u2014 afgestemd op uw feitelijke servicecatalogus, teamstructuur en zakelijke beperkingen. Geen kopie van een ITIL-sjabloon, maar een proces dat uw teams zullen volgen omdat het weerspiegelt hoe uw bedrijf daadwerkelijk werkt.  <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7e4a23e e-con-full e-flex e-con e-child\" data-id=\"7e4a23e\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-ed9318f elementor-position-inline-start elementor-view-default elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"ed9318f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span  class=\"elementor-icon\">\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"80\" height=\"80\" viewBox=\"0 0 80 80\" fill=\"none\"><rect width=\"80\" height=\"80\" rx=\"20\" fill=\"#01484E\"><\/rect><path d=\"M53.3141 47.3098C55.2278 47.3098 56.7859 45.7523 56.7859 43.8379V27.0441C56.7859 25.1298 55.2284 23.5723 53.3141 23.5723H26.6828C24.7691 23.5723 23.2109 25.1298 23.2109 27.0441V43.8379C23.2109 45.7523 24.7684 47.3098 26.6828 47.3098H53.3141ZM26.6828 24.8216H53.3134C54.5384 24.8216 55.5353 25.8185 55.5353 27.0435V41.1604H50.2478C50.2478 41.1529 50.2478 41.1454 50.2472 41.1379C50.2116 40.631 50.4441 40.1704 50.8622 39.9298L50.9797 39.8598C52.1659 39.1748 52.5741 37.6535 51.8897 36.4685L50.5022 34.0685C49.8166 32.8823 48.2941 32.4748 47.1128 33.1573L46.9797 33.2335C46.5734 33.4679 46.0672 33.4485 45.6634 33.1804C45.2891 32.931 44.9034 32.7073 44.4797 32.4954C44.0478 32.2835 43.7791 31.8591 43.7791 31.3879V31.2379C43.7791 29.8666 42.6634 28.7504 41.2922 28.7504H38.5228C37.1516 28.7504 36.0359 29.8666 36.0359 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42.4104H55.5359V43.8373C55.5359 45.0623 54.5391 46.0591 53.3141 46.0591H26.6828C25.4578 46.0591 24.4609 45.0623 24.4609 43.8373Z\" fill=\"white\"><\/path><path d=\"M55.6181 49.4658H24.3819C22.655 49.4658 21.25 50.8708 21.25 52.5977C21.25 54.3246 22.655 55.7289 24.3819 55.7289H55.6188C57.3456 55.7289 58.7506 54.3239 58.7506 52.5977C58.7506 50.8714 57.3456 49.4658 55.6188 49.4658H55.6181ZM55.6181 54.4789H24.3819C23.3444 54.4789 22.5 53.6346 22.5 52.5977C22.5 51.5608 23.3444 50.7158 24.3819 50.7158H55.6188C56.6562 50.7158 57.5006 51.5602 57.5006 52.5977C57.5006 53.6352 56.6562 54.4789 55.6188 54.4789H55.6181Z\" fill=\"white\"><\/path><\/svg>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span  >\n\t\t\t\t\t\t\tPlatformconfiguratie\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-263a6a8 link-border elementor-widget elementor-widget-text-editor\" data-id=\"263a6a8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tWij implementeren het proces in uw ITSM-platform \u2014 geautomatiseerde workflows, ticketroutering, SLA-klokken, escalatietriggers, dashboards en rapportages. Als gecertificeerde partners van HaloITSM, Freshservice en ServiceNow configureren wij het platform om het proces af te dwingen \u2014 niet andersom. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-6dc1ea4 e-con-full e-grid e-con e-child\" data-id=\"6dc1ea4\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-b4ee5f3 e-con-full e-flex e-con e-child\" data-id=\"b4ee5f3\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2b419f9 elementor-position-inline-start elementor-view-default elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"2b419f9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span  class=\"elementor-icon\">\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"80\" height=\"80\" viewBox=\"0 0 80 80\" fill=\"none\"><rect width=\"80\" height=\"80\" rx=\"20\" fill=\"#01484E\"><\/rect><g clip-path=\"url(#clip0_1623_1465)\"><path d=\"M31.0065 41.3043C31.0065 40.9591 31.2863 40.6793 31.6315 40.6793H33.4671C33.8123 40.6793 34.0921 40.9591 34.0921 41.3043C34.0921 41.6495 33.8123 41.9293 33.4671 41.9293H31.6315C31.2863 41.9293 31.0065 41.6495 31.0065 41.3043ZM31.6315 48.4011H33.4671C33.8123 48.4011 34.0921 48.1212 34.0921 47.7761C34.0921 47.4309 33.8123 47.1511 33.4671 47.1511H31.6315C31.2863 47.1511 31.0065 47.4309 31.0065 47.7761C31.0065 48.1212 31.2863 48.4011 31.6315 48.4011ZM33.7745 53.6229H31.9389C31.5938 53.6229 31.3139 53.9027 31.3139 54.2479C31.3139 54.593 31.5938 54.8729 31.9389 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47.1544 56.4802 47.2145ZM56.4802 49.7061L51.2801 50.6241C50.9402 50.6841 50.7133 51.0084 50.7733 51.3483C50.8268 51.6515 51.0905 51.8647 51.388 51.8647C51.4241 51.8647 51.4607 51.8616 51.4974 51.8551L56.6976 50.937C57.0375 50.877 57.2644 50.5528 57.2044 50.2129C57.1444 49.8729 56.8202 49.6462 56.4802 49.7061ZM56.4802 52.1977L51.2801 53.1158C50.9402 53.1758 50.7133 53.5 50.7733 53.8399C50.8268 54.1431 51.0905 54.3563 51.388 54.3563C51.4241 54.3563 51.4607 54.3532 51.4974 54.3467L56.6976 53.4287C57.0375 53.3687 57.2644 53.0445 57.2044 52.7045C57.1444 52.3646 56.8202 52.1373 56.4802 52.1977Z\" fill=\"white\"><\/path><\/g><defs><\/defs><\/svg>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span  >\n\t\t\t\t\t\t\tKnowledge base en L1-capaciteit\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-799f380 link-border elementor-widget elementor-widget-text-editor\" data-id=\"799f380\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Een gestructureerd incidentproces zonder een bruikbare knowledge base is onvolledig. Wij documenteren oplosprocedures voor uw meest voorkomende incidenten en bouwen de L1-capaciteit op om deze op te lossen zonder escalatie. Dit is de hefboom die de FCR verhoogt van 40% naar meer dan 70%.  <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f9e13c6 e-con-full e-flex e-con e-child\" data-id=\"f9e13c6\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-635fe5d elementor-position-inline-start elementor-view-default elementor-mobile-position-block-start elementor-widget elementor-widget-icon-box\" data-id=\"635fe5d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-box.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-box-wrapper\">\n\n\t\t\t\t\t\t<div class=\"elementor-icon-box-icon\">\n\t\t\t\t<span  class=\"elementor-icon\">\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"80\" height=\"80\" viewBox=\"0 0 80 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29.9998 47.7569 30.424 47.2114 30.424Z\" fill=\"white\"><\/path><path d=\"M48.2431 41.4541H27.8795C27.5159 41.4541 27.2734 41.6965 27.2734 42.0602C27.2734 42.4238 27.5159 42.6662 27.8795 42.6662H48.2431C48.6068 42.6662 48.8492 42.4238 48.8492 42.0602C48.8492 41.6965 48.5462 41.4541 48.2431 41.4541Z\" fill=\"white\"><\/path><path d=\"M48.2396 45.7578H39.5123C39.1487 45.7578 38.9062 46.0002 38.9062 46.3639C38.9062 46.7275 39.1487 46.9699 39.5123 46.9699H48.179C48.5426 46.9699 48.785 46.7275 48.785 46.3639C48.785 46.0002 48.5426 45.7578 48.2396 45.7578Z\" fill=\"white\"><\/path><path d=\"M48.2396 50H39.5123C39.1487 50 38.9062 50.2424 38.9062 50.6061C38.9062 50.9697 39.1487 51.2121 39.5123 51.2121H48.179C48.5426 51.2121 48.785 50.9697 48.785 50.6061C48.8456 50.303 48.5426 50 48.2396 50Z\" fill=\"white\"><\/path><path d=\"M48.2396 54.3027H39.5123C39.1487 54.3027 38.9062 54.5452 38.9062 54.9088C38.9062 55.2724 39.1487 55.5149 39.5123 55.5149H48.179C48.5426 55.5149 48.785 55.2724 48.785 54.9088C48.8456 54.6058 48.5426 54.3027 48.2396 54.3027Z\" fill=\"white\"><\/path><path d=\"M32.425 45.5156C29.5765 45.5156 27.2734 47.8187 27.2734 50.6671C27.2734 53.5156 29.5765 55.8187 32.425 55.8187C35.2128 55.8187 37.4553 53.5762 37.5765 50.849C37.7583 48.1823 35.4553 45.5156 32.425 45.5156ZM36.3037 50.1217H33.031V46.7277C34.728 47.0308 36.0613 48.4247 36.3037 50.1217ZM31.8189 46.7277V50.4853L29.2734 53.0308C28.7886 52.3641 28.4856 51.5156 28.4856 50.6671C28.4856 48.6671 29.9401 47.0308 31.8189 46.7277ZM32.425 54.5459C31.5765 54.5459 30.8492 54.3035 30.1825 53.8187L32.6674 51.3338H36.2431C35.9401 53.152 34.3037 54.5459 32.425 54.5459Z\" fill=\"white\"><\/path><\/g><defs><\/defs><\/svg>\t\t\t\t<\/span>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t\t\t\t<div class=\"elementor-icon-box-content\">\n\n\t\t\t\t\t\t\t\t\t<h3 class=\"elementor-icon-box-title\">\n\t\t\t\t\t\t<span  >\n\t\t\t\t\t\t\tRapportage en continue verbetering\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\n\t\t\t\t\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fd38b1c link-border elementor-widget elementor-widget-text-editor\" data-id=\"fd38b1c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Wij bouwen de rapportagestructuur die IT-management echt inzicht geeft: SLA-naleving per prioriteit, MTTR-trends, backlog-ontwikkeling, FCR-percentage en terugkerende patronen. Daarnaast stellen we de evaluatiecyclus vast \u2014 wekelijks operationeel, maandelijks op prestaties \u2014 die data omzet in besluiten in plaats van in presentaties die niemand leest. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-bc4787e link-border elementor-widget elementor-widget-text-editor\" data-id=\"bc4787e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Wij hebben dit geleverd aan uiteenlopende organisaties, van het mkb met een servicedesk van 5 personen tot ondernemingen die meer dan 10.000 gebruikers in meerdere landen beheren.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-601dfb2 e-con-full e-flex e-con e-child\" data-id=\"601dfb2\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-cdcabf6 e-con-full e-flex e-con e-child\" data-id=\"cdcabf6\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-9e9b4f5 elementor-widget elementor-widget-ucaddon_blox_btn_group\" data-id=\"9e9b4f5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"ucaddon_blox_btn_group.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<!-- start Button Group -->\n\n<style>\/* widget: Button Group *\/\n\n#uc_blox_btn_group_elementor_9e9b4f5\n{\n  display:flex;\n  flex-wrap: wrap;\n}\n\n#uc_blox_btn_group_elementor_9e9b4f5 a\n{\n  display:block;\n  text-decoration:none;\n  transition:0.3s;\n\n}\n\n#uc_blox_btn_group_elementor_9e9b4f5 .blox_btn_group_inner\n{\n  display:inline-flex;\n  align-items:center;\n}\n\n#uc_blox_btn_group_elementor_9e9b4f5 .blox_btn_group_inner .ue-btn-icon\n{\n  line-height:1em;\n}\n\n#uc_blox_btn_group_elementor_9e9b4f5 .blox_btn_group_inner .ue-btn-icon svg\n{\n  height:1em;\n  width:1em;\n}\n\n<\/style>\n\n<div id=\"uc_blox_btn_group_elementor_9e9b4f5\" class=\"blox_btn_group uc-items-wrapper \" >\n  <a class=\"elementor-repeater-item-691faae \" href=\"https:\/\/www.smcconsulting.be\/nl\/it-servicebeheer\/\" id=\"uc_blox_btn_group_elementor_9e9b4f5_item1\" >\n  <div class=\"blox_btn_group_inner\">\n        <div class=\"ue-btn-txt\">Bekijk onze ITSM-consulting<\/div>\n  <\/div>\n<\/a>\n\n  \n\n\n<\/div>\n<!-- end Button Group -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4f3a6ef e-con-full e-flex e-con e-child\" data-id=\"4f3a6ef\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-24d4a6d elementor-widget elementor-widget-ucaddon_blox_btn_group\" data-id=\"24d4a6d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"ucaddon_blox_btn_group.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<!-- start Button Group -->\n\n<style>\/* widget: Button Group *\/\n\n#uc_blox_btn_group_elementor_24d4a6d\n{\n  display:flex;\n  flex-wrap: wrap;\n}\n\n#uc_blox_btn_group_elementor_24d4a6d a\n{\n  display:block;\n  text-decoration:none;\n  transition:0.3s;\n\n}\n\n#uc_blox_btn_group_elementor_24d4a6d .blox_btn_group_inner\n{\n  display:inline-flex;\n  align-items:center;\n}\n\n#uc_blox_btn_group_elementor_24d4a6d .blox_btn_group_inner .ue-btn-icon\n{\n  line-height:1em;\n}\n\n#uc_blox_btn_group_elementor_24d4a6d .blox_btn_group_inner .ue-btn-icon svg\n{\n  height:1em;\n  width:1em;\n}\n\n<\/style>\n\n<div id=\"uc_blox_btn_group_elementor_24d4a6d\" class=\"blox_btn_group uc-items-wrapper \" >\n  <a class=\"elementor-repeater-item-691faae \" href=\"https:\/\/www.smcconsulting.be\/nl\/neem-contact-met-ons-op\/\" id=\"uc_blox_btn_group_elementor_24d4a6d_item1\" >\n  <div class=\"blox_btn_group_inner\">\n        <div class=\"ue-btn-txt\">Spreek met onze ITSM-consultants<\/div>\n  <\/div>\n<\/a>\n\n  \n\n\n<\/div>\n<!-- end Button Group -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5db3512 aurion-ai-next-step-01 e-flex e-con-boxed e-con e-parent\" data-id=\"5db3512\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-148533d semi-bold elementor-widget elementor-widget-heading\" data-id=\"148533d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><strong>Incident Management en AI:<\/strong> de volgende prestatielaag<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-571e426 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"571e426\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-429541f elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"429541f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>De meest vooruitstrevende IT-bedrijven breiden hun incidentmanagementprocessen nu uit met AI, niet om het menselijk oordeel te vervangen, maar om de wrijving weg te nemen die detectie, classificatie en oplossing vertraagt.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-323f5c2 e-con-full e-flex e-con e-child\" data-id=\"323f5c2\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-f44c038 e-con-full e-flex e-con e-child\" data-id=\"f44c038\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7ef787b elementor-widget elementor-widget-image\" data-id=\"7ef787b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img loading=\"lazy\" decoding=\"async\" width=\"1740\" height=\"1365\" src=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Incident-Management-and-AI.jpg\" class=\"attachment-full size-full wp-image-84569\" alt=\"ITSM-incidentbeheer met AI-automatisering met weergave van slimme ticketroutering en een dashboard voor voorspellende analyses\" srcset=\"https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Incident-Management-and-AI.jpg 1740w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Incident-Management-and-AI-300x235.jpg 300w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Incident-Management-and-AI-1024x803.jpg 1024w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Incident-Management-and-AI-768x602.jpg 768w, https:\/\/www.smcconsulting.be\/wp-content\/uploads\/2026\/04\/Incident-Management-and-AI-1536x1205.jpg 1536w\" sizes=\"auto, (max-width: 1740px) 100vw, 1740px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0ad155a e-con-full box-border e-flex e-con e-child\" data-id=\"0ad155a\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5534448 box-link elementor-widget elementor-widget-text-editor\" data-id=\"5534448\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>In de praktijk maakt AI toegepast op incidentmanagement het volgende mogelijk:<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3bca1cc elementor-align-start box-link Consulting-link elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"3bca1cc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Geautomatiseerde incidentdetectie vanuit monitoringstromen voordat gebruikers impact rapporteren<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Intelligente classificatie en routering op basis van ticketinhoud \u2014 waardoor handmatige categorisatiefouten worden ge\u00eblimineerd<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Voorgestelde oplossingen uit de kennisbank die verschijnen op het moment dat een ticket wordt aangemaakt<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Realtime communicatie met gebruikers via spraak, chat, e-mail of WhatsApp \u2014 afgehandeld door een AI-agent in plaats van een wachtrij<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-check-circle\" viewBox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M504 256c0 136.967-111.033 248-248 248S8 392.967 8 256 119.033 8 256 8s248 111.033 248 248zM227.314 387.314l184-184c6.248-6.248 6.248-16.379 0-22.627l-22.627-22.627c-6.248-6.249-16.379-6.249-22.628 0L216 308.118l-70.059-70.059c-6.248-6.248-16.379-6.248-22.628 0l-22.627 22.627c-6.248 6.248-6.248 16.379 0 22.627l104 104c6.249 6.249 16.379 6.249 22.628.001z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Anomaliedetectie die ongebruikelijke incidentpatronen identificeert voordat ze escaleren<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9e3affd elementor-widget__width-initial box-link elementor-widget elementor-widget-text-editor\" data-id=\"9e3affd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\tSMC Consulting integreert deze mogelijkheden via <a href=\"https:\/\/www.smcconsulting.be\/nl\/aurion-ai\/\"><strong>Aurion AI<\/strong><\/a>, een onafhankelijk AI-platform voor IT- en klantenserviceteams voor interacties via spraak, chat, e-mail, WhatsApp, inbox en helpcentra. Bekijk voor een breder overzicht onze <a href=\"\/ai-itsm-halo-itsm\/\"><strong>AI voor ITSM<\/strong><\/a>-pagina. \t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7739df2 e-flex e-con-boxed e-con e-parent\" data-id=\"7739df2\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-08a0862 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"08a0862\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Veelgestelde vragen over <strong>Incident management<\/strong> <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b09d7bc elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"b09d7bc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-47fca13 luxembourg-faq-link elementor-widget elementor-widget-accordion\" data-id=\"47fca13\" data-element_type=\"widget\" data-e-type=\"widget\" id=\"luxembourg-our-faq\" data-widget_type=\"accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h3 id=\"elementor-tab-title-7541\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"button\" aria-controls=\"elementor-tab-content-7541\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Wat is het verschil tussen een incident en een probleem in ITSM?<\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-7541\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"region\" aria-labelledby=\"elementor-tab-title-7541\"><p>Een incident is een ongeplande onderbreking van de dienstverlening; het doel is herstel, zo snel mogelijk. Een probleem is de onderliggende bronoorzaak van een of meer incidenten; het doel is permanente eliminatie. De twee processen zijn gescheiden maar wel gekoppeld: een terugkerend incident moet leiden tot een probleemregistratie. Het meest voorkomende patroon bij het niet behalen van SLA&#8217;s dat wij zien, is dat teams de tijd voor incidentherstel besteden aan de diagnose van de bronoorzaak. Dat zijn twee verschillende taken.    <\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h3 id=\"elementor-tab-title-7542\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"button\" aria-controls=\"elementor-tab-content-7542\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Wat is een Major Incident en hoe moet dit worden beheerd?<\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-7542\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"region\" aria-labelledby=\"elementor-tab-title-7542\"><p>Een Major Incident is een P1 of een P2 met een hoge impact die een toegewijde, versnelde respons vereist, evenals een aangewezen incidentmanager, een gestructureerd communicatieritme naar de betrokken belanghebbenden en een verplichte Post-Incident Review na de oplossing. Bedrijven zonder een gedocumenteerde Major Incident-procedure hebben consequent moeite met de co\u00f6rdinatie onder druk. De procedure moet al bestaan v\u00f3\u00f3r het incident, niet pas tijdens het incident.  <\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h3 id=\"elementor-tab-title-7543\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"button\" aria-controls=\"elementor-tab-content-7543\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Hoe definieert en wijst u de prioriteit van incidenten toe?<\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-7543\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"region\" aria-labelledby=\"elementor-tab-title-7543\"><p>Prioriteit wordt berekend door urgentie (hoe snel het moet worden opgelost) te combineren met impact (hoeveel gebruikers of bedrijfsprocessen worden be\u00efnvloed). Het resultaat wordt gekoppeld aan een P1\u2013P4-niveau, elk met een gedefinieerde SLA. Deze matrix moet formeel worden gedocumenteerd en gecommuniceerd naar alle servicedeskmedewerkers. Zonder dit is de prioriteitstoekenning subjectief, zijn de SLA-prestaties onbeheersbaar en zijn geschillen met zakelijke belanghebbenden onvermijdelijk.   <\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h3 id=\"elementor-tab-title-7544\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"button\" aria-controls=\"elementor-tab-content-7544\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Wat is FCR en waarom is het belangrijker dan de meeste bedrijven beseffen?<\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-7544\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"region\" aria-labelledby=\"elementor-tab-title-7544\"><p>First Contact Resolution is het percentage incidenten dat door Level 1 wordt opgelost zonder escalatie. Het is een van de meest directe indicatoren van de volwassenheid van de servicedesk en een van de meest kostengevoelige. Elke onnodige escalatie naar Level 2 kost 3 tot 5 keer meer dan een oplossing op Level 1. Het verbeteren van de FCR van 40% naar 70% heeft een meetbare impact op de kosten per ticket, de MTTR en de gebruikerstevredenheid. De sleutel tot succes ligt bijna altijd bij de kennisbank en de duidelijke bevoegdheid tot oplossing die aan L1-agenten wordt gegeven.    <\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h3 id=\"elementor-tab-title-7545\" class=\"elementor-tab-title\" data-tab=\"5\" role=\"button\" aria-controls=\"elementor-tab-content-7545\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Hoe lang duurt het om een volwassen incidentmanagementproces te implementeren?<\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-7545\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"5\" role=\"region\" aria-labelledby=\"elementor-tab-title-7545\"><p>Een functionele basisclassificatie, prioritering, SLA-framework en basisrapportage kunnen binnen 4 tot 6 weken operationeel zijn. Een volledig volwassen proces, met <a href=\"https:\/\/www.smcconsulting.be\/nl\/haloitsm-cmdb\/\"><strong>CMDB<\/strong><\/a>-integratie, geautomatiseerde escalatie, een gestructureerde kennisbank en door AI ondersteunde triage, vereist doorgaans 3 tot 4 maanden. De tijdlijn wordt minder bepaald door technische configuratie en meer door afstemming tussen belanghebbenden en procesdocumentatie.  <\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h3 id=\"elementor-tab-title-7546\" class=\"elementor-tab-title\" data-tab=\"6\" role=\"button\" aria-controls=\"elementor-tab-content-7546\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Moet het proces verschillend zijn voor kleine versus grote IT-teams?<\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-7546\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"6\" role=\"region\" aria-labelledby=\"elementor-tab-title-7546\"><p>Absoluut. Een IT-team van 5 personen heeft geen escalatiematrix met 4 niveaus nodig. Een servicedesk van 100 personen kan niet functioneren zonder. Een van de meest voorkomende fouten die we zien, is dat bedrijven processen op enterprise-niveau implementeren bij teams die de capaciteit missen om deze te onderhouden. Wij ontwerpen processen met een passende complexiteit: rigoureus waar nodig, lean waar mogelijk.    <\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h3 id=\"elementor-tab-title-7547\" class=\"elementor-tab-title\" data-tab=\"7\" role=\"button\" aria-controls=\"elementor-tab-content-7547\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Welke rol speelt de CMDB bij incidentmanagement?<\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-7547\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"7\" role=\"region\" aria-labelledby=\"elementor-tab-title-7547\"><p>De <a href=\"https:\/\/www.smcconsulting.be\/nl\/haloitsm-cmdb\/\"><strong>CMDB<\/strong><\/a> biedt het overzicht van IT-assets en service-afhankelijkheden die technici nodig hebben tijdens een onderzoek. Wanneer een service uitvalt, vermindert de kennis over welke configuratie-items betrokken zijn en hoe deze zich tot elkaar verhouden de diagnosetijd aanzienlijk. Een CMDB die is ge\u00efntegreerd met uw incidentproces stelt technici in staat om gerelateerde incidenten, recente wijzigingen en afhankelijkheidskaarten rechtstreeks vanuit de ticket te bekijken. Zonder dit is onderzoek traag, dubbelop en sterk afhankelijk van het collectieve geheugen van de organisatie.   <\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<h3 id=\"elementor-tab-title-7548\" class=\"elementor-tab-title\" data-tab=\"8\" role=\"button\" aria-controls=\"elementor-tab-content-7548\" aria-expanded=\"false\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-right\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><svg class=\"e-font-icon-svg e-fas-chevron-down\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M207.029 381.476L12.686 187.132c-9.373-9.373-9.373-24.569 0-33.941l22.667-22.667c9.357-9.357 24.522-9.375 33.901-.04L224 284.505l154.745-154.021c9.379-9.335 24.544-9.317 33.901.04l22.667 22.667c9.373 9.373 9.373 24.569 0 33.941L240.971 381.476c-9.373 9.372-24.569 9.372-33.942 0z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><svg class=\"e-font-icon-svg e-fas-chevron-up\" viewBox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M240.971 130.524l194.343 194.343c9.373 9.373 9.373 24.569 0 33.941l-22.667 22.667c-9.357 9.357-24.522 9.375-33.901.04L224 227.495 69.255 381.516c-9.379 9.335-24.544 9.317-33.901-.04l-22.667-22.667c-9.373-9.373-9.373-24.569 0-33.941L207.03 130.525c9.372-9.373 24.568-9.373 33.941-.001z\"><\/path><\/svg><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" tabindex=\"0\">Hoe verminderen we het aantal incidenten op de lange termijn?<\/a>\n\t\t\t\t\t<\/h3>\n\t\t\t\t\t<div id=\"elementor-tab-content-7548\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"8\" role=\"region\" aria-labelledby=\"elementor-tab-title-7548\"><p>De vermindering van het incidentvolume is het resultaat van een goed functionerend <a href=\"https:\/\/www.smcconsulting.be\/nl\/itsm-problemen\/\"><strong>problem management<\/strong><\/a>-proces, en geen direct doel van incidentmanagement. Het mechanisme bestaat uit een systematische analyse van de bronoorzaak bij terugkerende incidenten, gevolgd door permanente oplossingen die herhaling voorkomen. Daarnaast vermindert proactieve monitoring, die degradatie detecteert en oplost voordat de gebruiker er last van krijgt, het aantal gemelde incidenten bij de bron. Als uw incidentvolume elk kwartaal groeit, is dit bijna altijd een signaal dat Problem Management ontbreekt of ineffectief is.   <\/p>\n<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-587cc89 aurion-ai-next-step e-flex e-con-boxed e-con e-parent\" data-id=\"587cc89\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2525dcd elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"2525dcd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Los incidenten sneller op met HaloITSM, <strong>met minder handmatige triage<\/strong><\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-82432c0 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"82432c0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cb62a11 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"cb62a11\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>HaloITSM geeft uw servicedesk de structuur om incidenten consistent te beheren en de automatisering om repetitief werk te verminderen. SMC Consulting configureert incidentbeheer zodat routing, SLA&#8217;s, kennis en integraties samenwerken als \u00e9\u00e9n besturingssysteem. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-d177a90 e-con-full e-grid e-con e-child\" data-id=\"d177a90\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-16250d3 elementor-widget elementor-widget-ucaddon_blox_btn_group\" data-id=\"16250d3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"ucaddon_blox_btn_group.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<!-- start Button Group -->\n\n<style>\/* widget: Button Group *\/\n\n#uc_blox_btn_group_elementor_16250d3\n{\n  display:flex;\n  flex-wrap: wrap;\n}\n\n#uc_blox_btn_group_elementor_16250d3 a\n{\n  display:block;\n  text-decoration:none;\n  transition:0.3s;\n\n}\n\n#uc_blox_btn_group_elementor_16250d3 .blox_btn_group_inner\n{\n  display:inline-flex;\n  align-items:center;\n}\n\n#uc_blox_btn_group_elementor_16250d3 .blox_btn_group_inner .ue-btn-icon\n{\n  line-height:1em;\n}\n\n#uc_blox_btn_group_elementor_16250d3 .blox_btn_group_inner .ue-btn-icon svg\n{\n  height:1em;\n  width:1em;\n}\n\n<\/style>\n\n<div id=\"uc_blox_btn_group_elementor_16250d3\" class=\"blox_btn_group uc-items-wrapper \" >\n  <a class=\"elementor-repeater-item-d013517 \" href=\"https:\/\/www.smcconsulting.be\/nl\/neem-contact-met-ons-op\/\" id=\"uc_blox_btn_group_elementor_16250d3_item1\" >\n  <div class=\"blox_btn_group_inner\">\n        <div class=\"ue-btn-txt\">Plan een afspraak<\/div>\n  <\/div>\n<\/a>\n\n  \n\n\n<\/div>\n<!-- end Button Group -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-25133e5 elementor-widget elementor-widget-ucaddon_blox_btn_group\" data-id=\"25133e5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"ucaddon_blox_btn_group.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\n<!-- start Button Group -->\n\n<style>\/* widget: Button Group *\/\n\n#uc_blox_btn_group_elementor_25133e5\n{\n  display:flex;\n  flex-wrap: wrap;\n}\n\n#uc_blox_btn_group_elementor_25133e5 a\n{\n  display:block;\n  text-decoration:none;\n  transition:0.3s;\n\n}\n\n#uc_blox_btn_group_elementor_25133e5 .blox_btn_group_inner\n{\n  display:inline-flex;\n  align-items:center;\n}\n\n#uc_blox_btn_group_elementor_25133e5 .blox_btn_group_inner .ue-btn-icon\n{\n  line-height:1em;\n}\n\n#uc_blox_btn_group_elementor_25133e5 .blox_btn_group_inner .ue-btn-icon svg\n{\n  height:1em;\n  width:1em;\n}\n\n<\/style>\n\n<div id=\"uc_blox_btn_group_elementor_25133e5\" class=\"blox_btn_group uc-items-wrapper \" >\n  <a class=\"elementor-repeater-item-d013517 \" href=\"https:\/\/www.smcconsulting.be\/nl\/it-servicebeheer\/\" id=\"uc_blox_btn_group_elementor_25133e5_item1\" >\n  <div class=\"blox_btn_group_inner\">\n        <div class=\"ue-btn-txt\">Ontdek onze ITSM-consulting<\/div>\n  <\/div>\n<\/a>\n\n  \n\n\n<\/div>\n<!-- end Button Group -->\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Incident Management: definitie, ITIL v4-proces &amp; best practices Incident Management ITSM: verlaag de MTTR, handhaaf SLA&#8217;s en herstel services Incident management is het proces dat bepaalt hoe snel en hoe consistent bedrijven de normale dienstverlening herstellen wanneer er iets misgaat. Wanneer dit goed wordt uitgevoerd, is het onzichtbaar voor de organisatie. 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Het enige doel is herstel van de dienstverlening. 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Een aanvraag voor toegang tot nieuwe software of een hardwarevervanging is geen incident. 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.blox_btn_group{gap:10px;justify-content:flex-start;}.elementor-38515 .elementor-element.elementor-element-25133e5 .blox_btn_group a{border-radius:60px 60px 60px 60px;padding:20px 40px 20px 40px;border-style:solid;border-width:1px 1px 1px 1px;border-color:#4B42DD;font-family:\"Outfit\", Sans-serif;font-size:20px;font-weight:600;line-height:1.3em;color:#4B42DD;background-color:#FFFFFF;}.elementor-38515 .elementor-element.elementor-element-25133e5 a{text-align:center;}.elementor-38515 .elementor-element.elementor-element-25133e5 .blox_btn_group_inner{gap:10px;}.elementor-38515 .elementor-element.elementor-element-25133e5 .blox_btn_group a:hover{color:#FFFFFF;background-color:#4B42DD;}.elementor-38515 .elementor-element.elementor-element-25133e5 .blox_btn_group a:hover svg{fill:#FFFFFF;}.elementor-38515 .elementor-element.elementor-element-25133e5 .blox_btn_group .elementor-repeater-item-d013517{color:#FFFFFF !important;background-color:#FFFFFF00 !important;border-color:#FFFFFF 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.elementor-accordion-title{font-size:18px;}.elementor-38515 .elementor-element.elementor-element-47fca13 .elementor-tab-content{font-size:16px;}.elementor-38515 .elementor-element.elementor-element-d177a90{--grid-auto-flow:row;}}@media(min-width:768px){.elementor-38515 .elementor-element.elementor-element-6e57678{--content-width:1110px;}.elementor-38515 .elementor-element.elementor-element-1674354{--content-width:1240px;}.elementor-38515 .elementor-element.elementor-element-6137e5a{--content-width:1240px;}.elementor-38515 .elementor-element.elementor-element-5404771{--content-width:1240px;}.elementor-38515 .elementor-element.elementor-element-b749021{--content-width:1240px;}.elementor-38515 .elementor-element.elementor-element-4cc9787{--content-width:1240px;}.elementor-38515 .elementor-element.elementor-element-5db3512{--content-width:1240px;}.elementor-38515 .elementor-element.elementor-element-7739df2{--content-width:1240px;}.elementor-38515 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.elementor-element.elementor-element-861b66b{text-align:center;font-size:20px;line-height:1.3em;}.elementor-38515 .elementor-element.elementor-element-861b66b > .elementor-widget-container{margin:0px 0px 0px 0px;padding:5px 0px 5px 0px;}.elementor-widget-heading .elementor-heading-title{font-size:var( --e-global-typography-primary-font-size );}.elementor-38515 .elementor-element.elementor-element-ce28d5a{text-align:center;}.elementor-38515 .elementor-element.elementor-element-ce28d5a .elementor-heading-title{font-size:30px;line-height:1.3em;}.elementor-38515 .elementor-element.elementor-element-ce28d5a > .elementor-widget-container{margin:0px 0px 0px 0px;padding:0px 0px 0px 0px;}.elementor-38515 .elementor-element.elementor-element-f41ee7d{text-align:center;font-size:16px;line-height:1.6em;}.elementor-38515 .elementor-element.elementor-element-f41ee7d > .elementor-widget-container{margin:0px 0px 0px 0px;padding:0px 0px 0px 0px;}.elementor-38515 .elementor-element.elementor-element-d87d398{text-align:center;font-size:16px;line-height:1.6em;}.elementor-38515 .elementor-element.elementor-element-d87d398 > .elementor-widget-container{margin:0px 0px 0px 0px;padding:0px 0px 0px 0px;}.elementor-widget-ucaddon_blox_btn_group .blox_btn_group a{font-size:var( --e-global-typography-text-font-size );}.elementor-38515 .elementor-element.elementor-element-d57b1d9 .blox_btn_group{justify-content:center;}.elementor-38515 .elementor-element.elementor-element-d57b1d9 .blox_btn_group a{padding:15px 30px 15px 30px;font-size:15px;line-height:1.3em;}.elementor-38515 .elementor-element.elementor-element-d57b1d9 > .elementor-widget-container{margin:0px 0px 0px 0px;padding:10px 0px 0px 0px;}.elementor-38515 .elementor-element.elementor-element-1674354{--gap:0px 0px;--row-gap:0px;--column-gap:0px;--padding-top:0px;--padding-bottom:55px;--padding-left:20px;--padding-right:20px;}.elementor-widget-image .widget-image-caption{font-size:var( 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--e-global-typography-secondary-font-size );}.elementor-38515 .elementor-element.elementor-element-ec94c59 .elementor-divider{text-align:center;}.elementor-38515 .elementor-element.elementor-element-ec94c59 .elementor-divider-separator{margin:0 auto;margin-center:0;}.elementor-38515 .elementor-element.elementor-element-ec94c59 > .elementor-widget-container{padding:5px 0px 15px 0px;}.elementor-38515 .elementor-element.elementor-element-5668f0f{text-align:center;font-size:16px;line-height:1.6em;}.elementor-38515 .elementor-element.elementor-element-5668f0f > .elementor-widget-container{margin:0px 0px 0px 0px;padding:0px 0px 15px 0px;}.elementor-38515 .elementor-element.elementor-element-ac98679{text-align:center;font-size:16px;line-height:1.6em;}.elementor-38515 .elementor-element.elementor-element-ac98679 > .elementor-widget-container{margin:0px 0px 0px 0px;padding:0px 0px 15px 0px;}.elementor-widget-icon-list .elementor-icon-list-item > .elementor-icon-list-text, .elementor-widget-icon-list .elementor-icon-list-item > a{font-size:var( --e-global-typography-text-font-size );}.elementor-38515 .elementor-element.elementor-element-286142b .elementor-icon-list-items:not(.elementor-inline-items) .elementor-icon-list-item:not(:last-child){padding-block-end:calc(10px\/2);}.elementor-38515 .elementor-element.elementor-element-286142b .elementor-icon-list-items:not(.elementor-inline-items) .elementor-icon-list-item:not(:first-child){margin-block-start:calc(10px\/2);}.elementor-38515 .elementor-element.elementor-element-286142b .elementor-icon-list-items.elementor-inline-items .elementor-icon-list-item{margin-inline:calc(10px\/2);}.elementor-38515 .elementor-element.elementor-element-286142b .elementor-icon-list-items.elementor-inline-items{margin-inline:calc(-10px\/2);}.elementor-38515 .elementor-element.elementor-element-286142b .elementor-icon-list-items.elementor-inline-items 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