The ability to respond effectively to incidents is a core, yet often unheralded IT capability. Paul Buffington explains the 5 best practices your team can apply to lower incident response time and improve quality. Leveraging tools such as Agile, DevOps, automation, Runbooks, and ChatOps, this practical session teaches you all the best practice you need.
Ahead of his seminar session at SITS18, find out more about Jocelyn Arcega, senior solution architect from Resolve Systems – who’ll be talking ‘incident resolution’ at the show. SITS: How did you get into IT? I’ve been in IT right since the start of my career. I started out working in customer service for Apple […]
You’ve bought the best ITSM system you can afford and have worked hard to make it deliver for your business. But does at stop helping right at the point when things get tough asks Vincent Geffray of Everbridge. (more…)
When users and customers engage with IT, they expect a similar shopping experience to what they experience at home. As organisations continue to hone their digital transformation strategies, a smooth process for handling services requests is critical to creating a great first impression. Steve Morgan of Synaid IT explains. (more…)
When a major incident causes the service desk to become overloaded, there’s more at stake than productivity, as Vincent Geffray of Everbridge explains. (more…)
The CEO of Nokia famously once proclaimed: “We did nothing wrong but we still lost”. At SITS17, Steve Bulman of Resolve Systems will help your service desk avoid Nokia’s fate by giving a daily talk at 1400 on stand 225. (more…)
Major incidents can be ruinous to your business, Don Page of Marval Software explains the methodical and thorough approach that will ensure the negative impact is minimised. (more…)
The slow response of service desks means that major IT incidents cost on average $190,000 in downtime before they are resolved. That’s according to a survey of 152 IT professionals conducted by alerting specialist Everbridge, which found that the average business takes 27 minutes to assemble a team of specialists to tackle a major IT […]
Service desks must be staffed by quick thinkers, supported by highly optimised processes, to maintain relevance in today’s business world, because technology has become so mission-critical. (more…)
What is the correct process for managing incidents and are we doing it correctly? What exactly can we do to make this crucial IT process even better? This blog post by Nick Wright of Atlassian explains the detail, offering a step-by-step guide for assessing and improving our own incident management process.