EDUCAUSE | EDUCAUSE CONNECT - Integrating Incident and Problem Management with ITIL Methodologies - Comments http://connect.educause.edu/display/45815 EDUCAUSE CONNECT http://connect.educause.edu/display/45815 http://connect.educause.edu/educause/images/e_rss.png Comments for "Integrating Incident and Problem Management with ITIL Methodologies" en Integrating Incident and Problem Management with ITIL Methodologies http://connect.educause.edu/display/45815 <p>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.</p> Business Process Improvement Help Desk Operational Planning Support Services Presentations/Speeches Presented at EDUCAUSE Annual Conferences Fri, 28 Dec 2007 13:18:50 -0600 drupal 45815 at http://connect.educause.edu