Incident and Problem Management to Support Digital IT Operations
Jeff Petti, Unisys ServiceNow Solutions; Eva Csongradi, Unisys Service Management; Edward Chavis, Big Data Analytics
About this talk
In part two of our series on “Being Digital Ready,” we take a look at the traditional service management disciplines of Incident and Problem Management and how you can take advantage of latest technologies and expertise to increase your ability to support, restore, and prevent interruptions to your service portfolio.
Join us as we discuss the new Unisys Service Desk Optimization package for ServiceNow with Jeff Petti, Sr. Offering Architect, Unisys ServiceNow Solutions. We will dive in to what these features provide to both the end users as well as level 1 support teams in requesting, handling, and managing incidents on the ServiceNow Enterprise Cloud Platform.
We will then progress and discuss Problem Management as a “best practice” with Eva Csongradi of the Unisys Service Management Office, on the importance of a dedicated Problem Management Practice and the associated benefits.
We will conclude our discussion by taking Problem Management to the predictive phase with Edward Chavis, of the Big Data Analytics Practice, where we will discuss the potential for Predictive Problem Management and anticipating and resolving issues before they become incidents.
Unisys has built a reputation helping leading IT organizations establish a service-minded approach to IT operations. Through our Service Management and Automation, we assist enterprises in achieving the promise of business service management through a combination of technology modernization via services, organizational change management and process optimization.…