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Integrating Incident and Problem Management with ITIL Methodologies
Thursday
Oct 25th, 2007
4:55 PM - 6:10 PM
Ballroom 6E, table 13
Session Type: Poster Session - Enterprise
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.
