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

Ali, Saqib docbook.xml at gmail.com
Sun Dec 30 14:07:57 GMT 2007


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/


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