[unisog] OT: Integrating Incident and Problem Management with ITIL Methodologies

[Ali, Saqib]

http://connect.educause.edu/Library/Abstract/IntegratingIncidentandPro/45815
Abstract:	
Yale University is implementing two ITIL processes: incident and
problem management. This presentation will discuss our incident and
problem management design projects, including the maturation of the
help desk to an ITIL service desk, the benefits of clearly
distinguishing incidents and problems, and measuring process
effectiveness.

saqib
http://www.quantumcrypto.de/dante/