Incident Management Best Practice Handbook: Building, Running and Managing Effective Support and Incident Tracking - Ready to use supporting documents bringing ITIL Theory into Practice
Paperback, 113 pages
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Incident Management is an IT Service Management (ITSM) process area. The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. 'Normal service operation' is defined here as service operation within Service Level Agreement (SLA). It is one process area within the broader ITIL environment.
This book covers every detail, including some missed in other books. This thorough book provides a clear roadmap to designing, implementing and operating incident management. The author leaves no key process out and completely covers everything...More >
This book covers every detail, including some missed in other books. This thorough book provides a clear roadmap to designing, implementing and operating incident management. The author leaves no key process out and completely covers everything...More >
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