Major Incident Handling Process Design – Part Two

This post is the part two (and concluding part) of a series where we discuss the Major Incident Handling process and how to put one together. Previously we discussed the elements and considerations that should go into the process design. In this post, I have elaborated some of those considerations further with a sample process…

Fresh Links Sundae

Fresh Links Sundae encapsulates some pieces of information I have come across during the past week. They maybe ITSM related or not entirely. Often they are from the people whose work I admire, and I hope you will find something of value. While ITIL is still the framework of choice for many infrastructure and operations…

Major Incident Handling Process Design – Part One

In IT, incidents as a result of technology failure or human error can strike at any moment. Occasionally, we can have an incident that has a wide impact and poses serious risks to the business operations. Those major incidents need to be handled swiftly, so the IT service can be restored quickly with useful information…

Elevating the Service Desk to Handle Business IT Initiatives

Last week, I wrote a post discussing a potential scenario where the service desk acts as the focal point of IT services provisioning, communication, and support. I went through a scenario where there were many opportunities to provide good customer experience that makes interacting with IT a solid experience all around. It may sound reasonable…

Fresh Links Sundae

Fresh Links Sundae encapsulates some pieces of information I have come across during the week. They maybe ITSM related or not entirely. Often they are from the people whose work I admire, and I hope you will find something of value.       Mark Horstman and Mike Auzenne gave guidance on how to obtain…