Search| Browse| Contribute
Library| Blogs| Jobs| Podcasts| Wikis| Feeds
Page Location:
Home > Browse > Integrating Incident and Problem Management with ITIL Methodologies

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)
Topics:Business Process Improvement, Help Desk, Operational Planning, Support Services
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
Bookmark/Search this page with:
   del.icio.us   Digg   Ma.gnolia   Google   Yahoo   Technorati
| | |
Send to a Friend  1405 reads