Improving Incident Management: How to Get Happier Customers with Less Effort

Incident management can be a very costly process, with lots of staff using expensive tools and telephony. It is also very visible to customers, who will let you know very quickly if it doesn’t meet their needs. So it’s really important to make sure this process is as efficient and effective as possible. This session will be based on Stuart’s many years of working with clients from a wide variety of industries and countries, many of whom have needed to implement improvements to incident management. Stuart will describe approaches that have worked for other organizations, which you may be able to adopt into your own improvement program.