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Integrating Incident and Problem Management with ITIL Methodologies

Integrating Incident and Problem Management with ITIL Methodologies

Title:Integrating Incident and Problem Management with ITIL Methodologies (ID: EDU07149)
Author(s):William Cunningham (Yale University)
Topics:Business Process Improvement, Help Desk, Operational Planning, Support Services
Origin:EDUCAUSE Annual Conferences (10/23/2007)
Type:Presentations and Seminars
Abstract:

Yale University is implementing two ITIL processes: incident and problem management. This presentation will discuss our incident and problem management design projects, including the maturation of the help desk to an ITIL service desk, the benefits of clearly distinguishing incidents and problems, and measuring process effectiveness.

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