Get Pricing For SunView Solutions

Review platform features & packaging to decide what best meets your needs.

IT Service Management

ChangeGear is an industry-leading ITSM platform that helps organizations to better track, manage, and deliver critical services.
Get Pricing

IT Operations Management

LivePulse offers out-of-the-box system and application monitoring essentials in the cloud.

Get Pricing

ITIL for the Beginner: Understanding Incident Management

02/24/2012 by: The SunView Team

Putting aside the need for an ability to drive a hook-and-ladder truck, storm into burning homes, and save families on a regular basis, IT professionals manning Help, Service, and Support Desks would, by far, make the best firemen. That's because every shift for anyone in these roles starts with the potential for screams that the sky is falling. Sometimes it is, and other times it is not.

In an environment like this, when the emergency bell rings, it takes a special kind of person, with a special set of skills, following a special set of processes. Just like real emergency professionals, they didn't just happen to have the all those things, they had the right training. Also, just as there are many ways to put out a fire, there are a lot of ways to manage incidents.

Here at The ITSM Lens we lean towards a set of best practices referred to as ITIL. However, we realize that ITIL can scare a lot of people, and can seem overwhelming. That's why we teamed up with the experts from Pink Elephant to bring you a common sense approach to understanding ITIL.

In this first video of our series, we join George Spalding, Vice President of Pink Elephant. George does a great job taking ITIL down to a level that exemplifies the ease at which it can be applied, as well as the benefits that can be gained. In just thirty minutes you'll be on your way to understanding ITIL. Just click the banner below.

Image: Flickr | Lauri Väin

|