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

[Stephen John Smoogen]

Ali, Saqib wrote:
> 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.
> 

Thanks Saqib.. this just poked its head up here and all the background
material about Universities that have succeeded at ITIL is appreciated.

-- 
Stephen Smoogen -- ITS/Linux Administrator
  MSC02 1520 1 University of New Mexico Albuquerque, NM  87131-0001
  Phone: (505) 277-8219  Email: smooge at unm.edu
 How far that little candle throws his beams! So shines a good deed
 in a naughty world. = Shakespeare. "The Merchant of Venice"