Whose Problem is it Anyway?

Jon Ryman, VP ITSM Solutions, North America, EasyVista
Problem and incident management are fundamental processes within any service management organization. This session will cover aligning ITIL best practices with problem and incident management implementations to meet quality, cost and other critical service metrics. The real value however is in leveraging a holistic approach to IT service levels, integrating problem and incident management with other IT functions in the IT lifecycle, including IT Asset Management, IT Financial Management and IT Project Management. By tracking and managing problems and incidents across the IT lifecycle, organizations can truly track and measure the real benefits, costs and return on investment of their service management initiatives.
Mar 21 2012
46 mins
Whose Problem is it Anyway?
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  • Whose Problem is it Anyway? Recorded: Mar 21 2012 46 mins
    Problem and incident management are fundamental processes within any service management organization. This session will cover aligning ITIL best practices with problem and incident management implementations to meet quality, cost and other critical service metrics. The real value however is in leveraging a holistic approach to IT service levels, integrating problem and incident management with other IT functions in the IT lifecycle, including IT Asset Management, IT Financial Management and IT Project Management. By tracking and managing problems and incidents across the IT lifecycle, organizations can truly track and measure the real benefits, costs and return on investment of their service management initiatives.
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  • Live at: Mar 21 2012 4:00 pm
  • Presented by: Jon Ryman, VP ITSM Solutions, North America, EasyVista
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