ITSMWatch's Hank Marquis shares the six steps that are all you need to get incident management under control.
You can use these steps to guide your ITIL implementation, or you can ...
The Incident Management process aims to resolve incidents and restore the service to the agreed levels.
In every organization, incidents are virtually unavoidable. Futhermore, every organization is different in terms of the risks associated with various types of incidents. According to ...
Weblog ITIL Blues has the best ITIL cartoons on the web. Check out how Mush and Room handle event management at
Jan van Bon analyses the difference between functions and processes, in the book IT Service Management, Global Best Practices, Volume I (2008). This difference explains to a high degree why so ...Cherwell Software has announced that they will be launching a series of Webinars under the title, ITSM 'Into the Fire.' These webinars are designed to address some of the key ...
Changes to an IT environment sometimes result in incidents or, in other words, unintended consequences. This is common knowledge in IT, but often the evidence around this relationship is ...
It is rather strange that there are suddenly several discussions on different forums on the nature of ...
FITS (Framework for ICT Technical Support) is a public domain “ITIL-lite” that is easily deployable using its implementation and operations guides and toolkits. FITS V2 is ...
The ITSkeptic mentions in his blog that "from an inward-looking IT-absorbed perspective an incident looks very different to an request. From a user's point of view, I don't see any difference ...
Webinars to help your service management initiative succeed.
Five great webinars: - Introduction to the Service Management Best Practice Statement Library - Close Encounters of ...
