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Incident Management for I.T. Departments, by Darren O'Toole
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An in depth look at Incident Management for I.T. departments. 10 simple steps to design and deploy your Incident Management program based on ITIL's best practices. Topics include: Incident Detection Incident Prioritization Response Plans Managing an Incident Escalation Matrix Communications Plans Vendor Management Documentation Bonus Templates The author has over 30 years of leading I.T. departments for some of the world's largest companies. This book goes beyond ITIL's theory with real world experience and recommendations
- Sales Rank: #835393 in Books
- Published on: 2015-04-04
- Original language: English
- Number of items: 1
- Dimensions: 9.00" h x .11" w x 6.00" l, .17 pounds
- Binding: Paperback
- 48 pages
About the Author
Darren O'Toole has been an I.T. thought leader for 30 years, working for some of the world's largest companies. His real world experience and practical approach to process help simplify and clarify complex topics. He holds an MBA in I.T. Management and attended Harvard Business School's I.T. Leadership Executive Education program.
Most helpful customer reviews
1 of 1 people found the following review helpful.
Both have a lot of great information that you don't normally find in the ITIL ...
By mkd2000
I bought this book and the Problem Management for IT Departments book by the same author. Both have a lot of great information that you don't normally find in the ITIL theory books. The real world experience tips are really helpful for someone who is looking to improve their incident and problem management processes. Highly recommended!
0 of 0 people found the following review helpful.
Great insight and a new perspective
By mark in va
My team and I gained a great amount of perspective as Darren effectively described a ten-step program to reinvigorate our incident management process. The approach towards the incident scorecard and the incident notification template gave our team good ideas on how we could consider rationally applying to our operations. Thank you very much, Darren, well done!
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