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Presented at EDUCAUSE Annual Conferences, Support Services, Help Desk, and Operational Planning

Recent library resources tagged with Presented at EDUCAUSE Annual Conferences, Support Services, Help Desk, and Operational Planning.

Integrating Incident and Problem Management with ITIL Methodologies
Added by the EDUCAUSE Librarian
Title:Integrating Incident and Problem Management with ITIL Methodologies (ID: EDU07149)
Author(s):William Cunningham (Yale University)
Origin:Presented at EDUCAUSE Annual Conferences (10/23/2007)
Type:Presentations/Speeches
Abstract:

Yale University is implementing two ITIL processes: incident and problem management. This presentation will discuss our incident and problem management design projects, including the maturation of the help desk to an ITIL service desk, the benefits of clearly distinguishing incidents and problems, and measuring process effectiveness.

View this resource:
http://www.educause.edu/ir/library/pdf/EDU07149A.pdf
http://www.educause.edu/ir/library/pdf/EDU07149B.pdf
http://www.educause.edu/ir/library/pdf/EDU07149C.pdf
http://www.educause.edu/ir/library/pdf/EDU07149D.pdf
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