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- ITIL Basics - Incident Management
- ITIL Incident Management aims to minimize disruption to the business by restoring service operation to agreed levels as quickly as possible. This webcast provides information on ITIL Incident Management.
- Tags: Nextslm.org, Incident Management, ITIL, Process Improvement, It Services, Quality, Business Operations
- Webcasts
- Leverage Your Mobile Staff, Manage and Resolve Critical Incidents Remotely With AlarmPoint
- While most Support and IT organizations have incident management applications in place, they are still missing a key component. Interactive alerting applications close the loop between the help desk and the personnel who can resolve critical incidents, thereby ensuring business services continue uninterrupted. This webcast will explain the benefits of...
- Tags: BMC Software Inc., Webcast, Mobile, Incident Management, Help Desk, PDAs, It Management, It Operations, Handhelds, Hardware, It service Management
- Webcasts
- Magic Service Desk Helps Euler Hermes Standardize Its User Support and Incident Management
- Euler Hermes is the world leader in credit insurance and one of the leaders in the bonding and guarantees business. With the acquisition of the German company Hermes by Euler in France, in 2002, the group had to consolidate its business and financial data by implementing a series of centralized...
- Tags: Service Desk, BMC Software Inc., Incident Management, Euler Hermes, ITIL, It Management, It Services, Service Level Management, Process Improvement, It service Management, It Operations, Quality, Business Operations
- Case studies
- A Case Study: Georgia's Intelligent Transportation System - NAVIGATOR Systems Integrator Contract
- This case study provides an overview of the Georgia NAVIGATOR systems integrator contract the Georgia Department of Transportation GDOT used to procure system engineering expertise for ITS software development, system support, and testing. The NAVIGATOR program evolved from the need to manage traffic congestion during the 1996 Olympic Games in...
- Tags: Transportation, Netscape Navigator, Incident Management, Web Browsers, Internet
- Case studies
- Case Study: L&T's Network Management Solution
- L&T is one of the pioneers in Information Systems in the country, with the installation of an IBM 1401 system way back in 1971. To address the criticality of its operations, L&T Infotech started pursuing a process and a tool to manage its vast and complex infrastructure. The main criteria...
- Tags: Service Desk, Network, Incident Management, Network Management, L&T, ITIL, It Services, Process Improvement, Quality, Business Operations
- Case studies
- Microsoft Gives Victoria Police a Bird's-Eye View of the 2006 Commonwealth Games
- Victoria Police was responsible for the overall security and smooth running of the Melbourne 2006 Commonwealth Games. Maintaining a safe and secure environment for such a high-profile event presents significant challenges, as threats can emerge with little or no warning. Victoria Police required a robust incident management system that could...
- Tags: Game, Microsoft Corp., Incident Management
- Case studies
- Ottawa Consulting Company Creates Role-Based Course for International IT Outsource Service Provider
- Capital Learning Systems is a group of adult learning professionals offering key services in the learning environment. Capital Learning Systems' mandate was to work with incident management professionals supporting a major world-wide manufacturer to help them implement new, ITIL-based processes in a safe environment. "They know the 'what' and the...
- Tags: Information Technology, Consulting, Incident Management, Capital Learning Systems
- Case studies
- Illinois Century Network Provides Superior Support With BMC Remedy Solutions
- In 2001, the State of Illinois tied for first place in the Digital States Survey, an award that recognizes excellence in government technology initiatives. A major contributing factor in garnering this prestigious award was the Illinois Century Network ICN, a world-class IP education, training, and electronic information. Needing to replace...
- Tags: BMC Software Inc., Network, Remedy Corp., Incident Management, It Management, It service Management
- Case studies
- BMC Service Desk Express Suite Helps Euler Hermes Standardize User Support and Incident Management
- Euler Hermes, the world leader in credit insurance, and a leader in the bonding and guarantees business, has installed BMC Service Desk Express Suite, a BMC Remedy IT Service Management solution from BMC Software. BMC Service Desk Express Suite is being used to standardize management of Euler Hermes' user support...
- Tags: Service Desk, BMC Software Inc., Incident Management, BMC Service Desk Express Suite, It Management, It service Management
- Case studies
- Technology Provider Boosts Revenue and Lowers Expenses With Mobile Solution
- GijimaAst delivers a comprehensive range of ICT consulting services. To become more efficient, reduce costs, and meet client service level agreements, GijimaAst needed a solution to help contact centre and incident coordination employees work more effectively. As a solution GijimaAst extended its incident management software to run on handheld i-mate...
- Tags: Revenue, Mobile, Incident Management, GijimaAst
- Case studies
- Reducing the Cost of Security Monitoring
- The presenters of this webcast discuss how organizations can increase network security and stability while lowering the cost of system maintenance and administration while maintaining a healthy balance within their incident management response program. Security is not achieved through the implementation of any single product or feature; nor once achieved...
- Tags: Symantec Corp., Security Monitoring, Incident Management, Security
- Webcasts 2007-11-13
- Local Government Improves IT Operational Efficiency and Effectiveness
- Although Baw Baw Shire Council IT Team had an incident management system, they did not have an up-to-date, internal Frequently Asked Questions FAQ page to direct users to proper channels when reporting incidents. All types of user requests were placed in the same queue, making it difficult for IT engineers...
- Tags: Information Technology, Backlog, Government, Microsoft Corp., Incident Management, Strategy, Management
- Case studies 2007-10-01
- BMC Remedy Incident management
- How to create a parent/child relationship between incidents
- Tags: santhoshdurai@..., incident management, Remedy Corp., BMC Software Inc.
- Discussion threads 2007-09-20
- BMC Remedy Incident Management Child ticket
- hi,I'm a novice for ITSM. My requirement is to close all the child tickets when a parent ticket is closed. I searched lots of documents, but not able to figure it out. Can anyone tell me how to do this. If there is any document plz pass it across
- Tags: santhoshdurai@..., incident management, BMC Software Inc.
- Discussion threads 2007-09-20
- Incident Management - Do's and Don'ts
- This white paper is for IT Service Desk and Helpdesk Managers who are planning to implement a Service Desk based on ITIL principles. The paper will be useful for anyone setting up a new Service Desk on ITIL principles, or moving a current Help Desk to an ITIL based single...
- Tags: Service Desk, Incident Management, ITIL, Process Improvement, It Services, Help Desk, Quality, Business Operations, It Operations
- White papers 2006-11-29
- Incident Management: A CA IT Service Management Process Map
- CA's IT Service Management ITSM Process Maps provide a clear representation of the ITIL best practice framework. This paper discusses how to navigate a particular ITIL process journey, reviewing each process activity that must be addressed in order to achieve process objectives. Along each journey careful attention is given to...
- Tags: Service Management, Computer Associates International Inc., Incident Management, ITIL, It Services, Service Level Management, Process Improvement, It Operations, It service Management, Quality, Business Operations
- White papers 2006-06-01
- INCIDENT MANAGEMENT - essential reporting or more interference?
- blog rootStop calling the techos ! - they're on it !We all know what its like, your production platform starts performing like a dog just three weeks after deployment and no one yet knows what the root cause is. Your monitoring tools have highlighted some symptoms to two specific support teams. Those...
- Tags: Team management, Semiconductors, Call centers, incident management, Service Delivery Manager, benjamin.reid@..., integrated circuit, tech team, team, help desk
- Discussion threads 2006-06-27
- Enhanced Partnerships for Global Humanitarian Relief and Diplomacy
- Today, millions of dollars worth of donated humanitarian relief resources, including thousands of volunteer man-hours, are ineffectively used in times of crisis -- a situation that disaster relief organizations worldwide would like to change. To significantly improve the delivery of humanitarian aid following a disaster, IBM advocates a public and...
- Tags: Partnership, Incident Management, IBM Corp., Business Structures, Finance
- White papers 2005-09-01
- IT Service Management Driven by Business Objectives: An Application to Incident Management
- This paper addresses the problem of ensuring business-IT alignment. It describes a method and a system for decision support in IT Service Management driven by alignment with the business objectives of the enterprise that the IT supports. The technical proposition, called IT Management by Business Objectives MBO is applicable to...
- Tags: Hewlett-Packard Co., Information Technology, Incident Management, Service Level Management, Strategy, It Services, It Operations, It service Management, Management
- White papers 2005-08-15
- Department of Justice Awards Archer Technologies Agency-Wide Contract for Incident Management
- Archer's Incident Management solution will provide the DOJ with tools for successfully combating security and safety breaches, enabling the department to remain in compliance with mandates for improved governance, such as the Federal Information Security Management Act FISMA. This customizable solution facilitates the anonymous and confidential reporting of cyber incidents,...
- Tags: Agency, FISMA, U.S. Department Of Justice, Incident Management, Archer, Security
- White papers 2005-07-11
