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Double Dipping: Incident and Problem Management & "Your SLA's"

Often times we experience availability incidents. These incidents hold a different service level than those incidents caused by connectivity incidents. So what next?

Join Rich Pilgrim, an experienced IT professional with over 20 years in the ITSM field, as he discusses the categorization of incidents and how they affect your SLA's, the link between incidents and problems and who should be looking at your SLA's for better service delivery.
Recorded Jan 16 2013 37 mins
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Presented by
Richard Pilgrim, Sr. ITSM Advisor, Cask, LLC
Presentation preview: Double Dipping: Incident and Problem Management & "Your SLA's"

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  • Title: Double Dipping: Incident and Problem Management & "Your SLA's"
  • Live at: Jan 16 2013 5:00 pm
  • Presented by: Richard Pilgrim, Sr. ITSM Advisor, Cask, LLC
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