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Tactical ITIL -- service, incidents, and problems: If yours is like most organizations, there is a process in place that allows your users to communicate issues they might be having. This process generally involves calling into a phone number and telling the person on the other end about the situation. Hopefully, the caller provides a clear picture...; Tags: Password, Incident, ITIL, Service Ticket, Incidents, Servers, Hardware, Tricia Liebert; Blog posts 2008-03-17

Additional Resources

ITIL Basics - Problem Management: Problem Management investigates the underlying cause of incidents, and aims to prevent incidents of a similar nature from recurring. By removing errors, which often requires a structural change to the IT infrastructure in an organization, the number of incidents can be reduced over time. This webcast provides information on ITIL...; Tags: Problem Management, Incident, Nextslm.org, ITIL, Process Improvement, It Services, Quality, Business Operations; Webcasts
Professional Security Services Success Story: Alestra: Alestra, a leading service provider in Mexico, was concerned that severe outages caused by security incidents would result in bad publicity, a loss in customer confidence, and potential litigation. It needed a response strategy and team that would be able to: identify and recover from security incidents, shield its internal...; Tags: Lucent Technologies Inc., Security Incident, Security; Case studies
Creating an Effective Security Incident Management Program: Meet Compliance and Manage Threats: The presenter of this webcast will discuss how to meet compliance and protect the network through automation and actionable intelligence via SIM technology. The presenter will explain how to identify incidents through analysis and correlation of event traffic; prioritize responses to identified incidents; track incidents to an effective resolution; and...; Tags: Security, Symantec Corp., Compliance, Process Improvement, Quality, Business Operations; Webcasts 2007-07-10
Which Problem Management metrics do you use?: Which Problem Management metrics do you use?One of the metrics I use is the average number of incidents in a year for each PC. This can be calculated by deviding the total number of incidents in a month ( x 12) or year by the number of desktops/laptops. When calculated...; Tags: problem management; Discussion threads 2006-09-01

From Network and Information Security Situation Analyse to Incidents Management: This paper describes a broad look to the issues of electronic security, distinguishing main threats to security and finding the measures to effectively deal with the problem. Since IT development is very intensive, these issues are particularly important to Lithuania. After some time the reader will face much more complex...; Tags: Information Security, Network, Online Communications, Security; White papers 2006-09-12
Incidents Manager 2 (rar): All businesses have issues that need to be tracked and managed to resolution. In software and hardware development, for example, issues such as bugs and enhancement requests need to be tracked and managed. Resolution of these issues require the coordination of multiple individuals of different specialties within and perhaps even...; Tags: Team, Solution, Issue, Team Management, Management; Software downloads 2005-10-17
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
Automating Problem Determination: A First Step Toward Self-Healing Computing Systems: While the Internet and e-business technologies have created new business opportunities and helped streamline processes and speed communications, the underlying technical infrastructure has become more difficult to manage. The goal of problem management is to minimize the adverse impact of incidents and problems in the IT infrastructure on the business...; Tags: Problem Management, Incident, IBM Corp., Web Technology, E-business/E-Commerce, Internet; Case studies
Chalking Up More Than $216,000 in IT Staff Time Savings With Symantec Solutions: An IT staff of just six people in Joliet Public School District 86 must oversee network security in 20 schools equipped with 3,000 computers and 35 servers. Security incidents consumed 50 percent of their time before they discovered Symantec solutions in 1999. Since then, the staff has had no security...; Tags: Symantec Corp., Information Technology, Staff, Security; Case studies
Framework for ICT Technical Support: ITIL is derived from the collective experiences of ICT technical support providers all over the UK. It represents their learning curve over the last 20 years and has been distilled into a set of common processes applicable to any establishment using ICT. The emphasis of FITS is on proactive tasks...; Tags: Information And Communication Technology, Strategy, ITIL, Management, It Services; White papers 2004-03-01
Enterprise Tape Encryption: It seems like there is a new publicly-disclosed data breach in the headlines of the major business media outlet each day. Some of these incidents are related to lost laptops while others are linked to hacking incidents. But many of the most infamous of these breaches were the result of...; Tags: Enterprise Strategy Group, Encryption, Security; White papers 2006-08-01
The Role of Application Monitoring in ITIL: In ITIL the service support area implicitly addresses "monitoring and operations" through Incident and Problem Management. Although this seems obvious to a practitioner, it may send unclear messages to an ITIL newcomer. Incidents in ITIL can be automated tool-generated events or they can be service calls from users experiencing service...; Tags: Monitoring, Jupitermedia Corp., ITIL, Process Improvement, It Services, Quality, Business Operations; White papers 2006-01-30
Strengthen Security With an Effective Security Awareness Program: This paper will define security awareness, list the objectives of an effective awareness program, and also step through a process to build, implement, and manage on-going support of the program. A security team alone can't provide the kind of overall enterprise awareness necessary to fend off the wide variety of...; Tags: Awareness, Security; White papers 2006-04-01
A Distributed Intrusion Detection System Based on Passive Sensors: SURFnet is a very high-speed network which connects the networks of Dutch universities, colleges, research centers, academic hospitals and scientific libraries to one another and to other networks in Europe and the rest of the world. SURFnet handles many computer security incidents in which a SURFnet customer is involved, either...; Tags: Computer Security, Network, Sensor, Intrusion Detection System, Computer, SURFnet, Productivity, Viruses And Worms, Security; White papers 2006-01-31
Incident Management and Automatic Alerting Tools: Much of the advice regarding Incident Management is an un-stated assumption that the main source of Incidents are calls to the Service Desk. Although this may be true for the great majority of lower impact requests, there are different recommendations for those who have "Event Management" tools in place that...; Tags: Jupitermedia Corp., Tool, Incident Management, Productivity; White papers 2004-02-23
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
Openview at Grupo Bimbo: Grupo Bimbo, one of the largest bakeries in the world, has 12 productive centres in Spain and Portugal, and 65 sales offices. It needed a solution to improve the management of its IT and communications department, especially in the areas of user support and change management. After implementing Hewlett-Packard's OpenView...; Tags: Service Desk, Hewlett-Packard Co., Problem Management, HP OpenView, Utility Computing, It Management, It service Management; Case studies
Infra Case Study: Sydney 2000 Olympics: Sydney is the first city hosting the Olympics to have created, with Infra's help, a central database of all security-related incidents occurring during the lead up to and duration of the Games. The security of the Games, and of the Paralympics which follow it, has been managed centrally from within...; Tags: Game, Olympic Games, Security; Case studies
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

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