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Jan 28

ITIL® Incident Management – Putting Out the Fire

January 28th, 2015 by

SolutionsIncreasingly complex technology means that IT Incidents are now an almost inevitable feature of modern business, no matter how robust the IT governance that’s in place. And every time an IT Incident occurs, there’s an impact on business productivity, the reputation of IT and, in some cases, even the standing of the organization itself.[...] Read More

Aug 30

Maintaining QOS with ITIL® Reactive Processes

August 30th, 2013 by

Maintaining consistently high Quality of Service (QOS) is critical for the success of any business. ITIL® best practices help many businesses ensure that their service quality remains top notch irrespective of variations in the economy, the changing marketplace, or financial pressures. The focus of these best practices guidelines is on managing existing problems by bringing about better control of IT services as a whole.[...] Read More

Jul 31

Incident Management in Practice

July 31st, 2013 by

Incident Management is a core concept of ITIL® (Information Technology Infrastructure Library®), but how well does this translate into actual IT delivery?[...] Read More

May 8

Incident Management Process

May 8th, 2013 by

An Incident is defined as an unexpected interruption in the provision of IT services that can either prevent the service from continuing or reduce the quality of it. Once there is an interruption or disruption in a service, the client will contact the IT Service Desk for assistance, which will initiate the Incident Management process.[...] Read More

Jan 3

Examining Service Operation Processes: Incident Management

January 3rd, 2012 by

Improve buttonThe Service Operation phase of the ITIL® Service Lifecycle ensures that customers and users are receiving services at the agreed upon levels.  Service Operation is also responsible for maintaining the applications, technology, and infrastructure that support service delivery.  To help Service Operation achieve its objectives, there are five processes (Incident Management, Problem Management, Event Management, Request Fulfillment and Access Management) and four main functions (the Service Desk, Technical Management, IT Operations Management and Application Management). All of these processes and functions come together to play an extremely pivotal role in Service Operation.[...] Read More

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