I've spend 2 years in firefighting as a core platform product manager and since nobody had a system to show me or advice to give me on how to deal with the service desk of that challenging domain, I've put all my knowledge and experience into a framework that I'm sharing with everyone for free.

If I've had something like that when I started, I could've saved a lot of engineering effort, time, company $ and spare clients the time to report problem that could've been solved months ago. Hope it works for you too!