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).
I’ve been talking a lot about getting back to basics with incidents and all other things IT service management (ITSM) related – and with good reason. While us IT guys like to think that our job is all about cool new stuff, the reality is that the ITSM basics have been around for a long […]
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 […]
How often do you find yourself standing on the side of a snow-capped mountain, frozen to the spot while helplessly looking up at the rapidly growing and descending snowball of your IT nightmares? Metaphorically-speaking of course, but hopefully you get the point. What started out as a potentially insignificant issue has snowballed into a much […]
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 […]