Masterclass Overview - Major Incident Management (Detailed version)

As users and customers ITSM professionals often face woeful Incident Management when we seek support ourselves in the form of:
Scripted approaches which take no account of our issue
More time spent on housekeeping than handling the incident
Engineers too busy with the technology to notice what we’re asking for
This event offers a mature approach to major incidents, explaining why it’s important to integrate several different approaches. We’ll touch on minor incidents, too, since the way these are routinely handled will shape users’ and IT professionals’ view of what needs to happen, and in what order.