This innovative book focuses primarily on the architecture of a service management environment followed by guidance on how to manage the restoration of services. Implementing incident management is a challenge and this book describes solutions to integrate this seamlessly within the structure of best practice frameworks.
The authors, Nicole Conboy and Jan van Bon, combine their wealth of experience and insight in service management to guide readers through the complexities of incident management.
Topics included are: the benefits of incident management, the roles and perspectives on incident management, planning, implementing and managing incident management, as well as a chapter on tools required for incident management - all of which provide a practical approach for readers.
- Comprehensive overview of incident management within ITSM
- Extensive list of illustrations
- Provides a fundament for incident management through solid service management architecture
The content is based on innovative practice in the Netherlands, where a method is used for setting up service organizations based on guidance from key practice-based frameworks like ITIL or COBIT or standards like ISO20000 and ISO27000.