Incident management plays a key part in the IT service management ecosystem and in keeping businesses running. But what are the key things that need to be considered when optimizing your incident management capability? Incident management, like Maverick’s need in “Top Gun,” is often all about speed (but not always).
IT service management (ITSM) is constantly evolving, and over the 20 or so years that the term has been in common use, the scope has grown and spread considerably. The initial tight operational focus of the early ITIL® days has spread to address strategy and design as mainstream ITSM topics. Ongoing efforts are being made […]
IT is a huge part of the budget for many companies, and the money spent on IT is intended to create business value and support business growth, but many IT organizations spend a large part of this budget on managing incidents. The service desk typically employs many people, and uses expensive telephony and service management […]
Last week I posted a blog offering my thoughts and advice on getting started with incident management, based on the premise that involves more than just adopting a best practice IT service management (ITSM) process. Today, I want to continue with even more:
There’s a lot of documented good or best practices out there on how to do incident management – or so my good friend Stuart Rance tells me – whether that be what’s contained within the ITIL books, information provided by IT service management (ITSM) tool vendors to support the use of their software, training materials, […]