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There are numerous books on incident management from different best practices, but none provide proper guidance on elements like implementation, improvement, and execution of operational activities. Hence, this book has been written focusing on those elements which were not covered by any best practice frameworks or by any other author. Guidance for Incident Management is a fresh book with practical knowledge on incident management (with respect to ITSM discipline). This book has been written considering the challenges faced by the incident management staff such as incident managers, major incident managers, incident analysts, and IT consultants. This inventive book focuses on niche and essential topics like roles, responsibilities, and skills needed in incident management, implementing incident management through Six Sigma's DMADV approach, improving incident management through Six Sigma's DMAIC approach, how to conduct assessment on incident management, how to conduct auditing on incident tickets, gamification in incident management, sizing incident management teams, incident management process for clouds, incident analysis in clouds, preventing incidents in clouds and many more interesting topics. It has already grabbed the attention of all the ITSM experts and is sure to become a benchmark for guidance on incident management.
- Sales Rank: #1000534 in Books
- Published on: 2015-03-29
- Original language: English
- Dimensions: 9.00" h x .36" w x 6.00" l,
- Binding: Paperback
- 156 pages
Most helpful customer reviews
0 of 0 people found the following review helpful.
great book!
By Stephen Montgomery
Great book for IM. Very well laid out with good examples. Helped greatly when writing our company incident management policy
0 of 0 people found the following review helpful.
Five Stars
By andrea c cowan
I am a new Incident Manager and this book has been so helpful. Greatly appreciate the information it provides.
0 of 0 people found the following review helpful.
Guidance for IM Review by Satish Kini
By Satish Kini
Well written Concise, if you need Knowledge on IM, pick this book...!
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