Ken Gonzalez on the continuity continuum & its importance in major incident mgmt

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IT Chronicles Media

About this talk

Ken Gonzalez, Research Director for Gartner, is focused on IT Service Management and talked to us about Major Incident Management and Service Desk Consolidation. Ken explains the continuity continuum that is a key aspect of major incident management, he addresses the deficits that exist in many organization’s major incident capability and outlines the roles that are required to be successful. Ken also talks about the difficulties that companies face when they bring service desks together as a result of mergers and acquisitions or consolidation of existing teams.

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