Incident management

Incident management

ITSM and ITIL
Automation is the path forward in the work space. People are expensive, and often unreliable. But, there are a number of activities, which involves wisdom, circumspection and thought-flow ...
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ITSM and ITIL
This post by Abhinav Kaiser gives you an insight on how to start defining a service catalog which provides a solid base for ITIL implementation. ...
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ITSM and ITIL
A major part of incident apart from diagnosing and resolving incident revolves around the communication activities between various parties. For starters, when an incident is notified, the service ...
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ITSM and ITIL
I am a big fan of the configuration management process. I believe that it is the process that sets the foundation for other processes to function. If you ...
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ITSM and ITIL
Which ITIL process should I implement first? There are close to thirty ITIL processes. This is a common question that I get posed whenever I talk of implementing ...
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ITSM and ITIL
Key Performance Indicators, popularly abbreviated as KPI is a key component to measure success in all fields. Simply put, they define the measure and the trends that make or break ...
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ITSM and ITIL
Here is a video detailing the role of an incident manager and his responsibilities in an organization driven by ITIL principles. ...
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ITSM and ITIL
Tagging incidents with the right priority has been a questionable topic across organizations that are practicing ITIL. No matter what the basic principles are in terms of mapping ...
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visitor analysis