Functional incident management: Improving your incident process by Carlos Otero

✨This IT Incident Management Guide is unlike ITSM books you're used to.✨ Instead of delving into dense and unnecessary theory, this book focuses on light reasoning that rely on use cases and real scenarios to unveil common mistakes and advise best practices that helped to improve the incident process, and the culture of the organization itself. Following the incident lifecycle, in reviewing these cases you will be better able to: ▶️Understand the factors and characteristics an incident has during its creation, like the differences between incident and service request or incident prioritization. ▶️Effectively handle your major incidents. ▶️Classify your incidents. ▶️Efficiently establish a resolution process that eliminates waste. ▶️Create success factor and key metrics relevant to measure performance. ▶️Measure what matters for the organization, customer and user, focusing on experience management. ▶️Enable your environment to collaborate with and accept changes in the traditional status quo and ITSM processes. Whether you are an incident manager, a service desk agent, a team lead, as well as senior management looking to revise processes, Read more