Preface In the past three decades, businesses have made staggering investments in technology to increase their productivity and efficiency. The technological in

Problem management is the one IT service management process that tends to return more benefits more quickly than any of the others. This book offers practical,

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 practic

Some IT organisations seem to expend all their energy firefighting – dealing with incidents as they arise and fixing, or patching over, the breakage. In organ