Incident Management: NOT the Most Important Service Desk Process?

Presented by

Derek Lonsdale, ITIL Manager, PA Consulting Group

About this talk

As an ex Service Desk manager, I always thought that incident management was the most important process to manage well but times change and even before the advent of ITIL v3, end user perception of the Service Desk was being influenced by other processes. This presentation will discuss these influences and provide some pragmatic tips to improve the processes used by the Service Desk. Derek Lonsdale is a highly experienced IT professional with more than fifteen years in the industry. He is an ITIL® manager, an ISO20000 consultant and has contributed to the design and deployment of service management solutions for numerous clients including 3 global initiatives in the Health, Energy and Finance sectors Specializing in delivering complex service management solutions and associated organizational design, Derek is an accomplished change agent, working comfortably at CIO level.

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