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incident management tools

Types of Tool Automation

13 October 2013 by Robert Falkowitz Leave a Comment

Types of tool automation The fundamental difference between a software tool and most types of tools is that software can be programmed to automate one or more tasks. Most other tools do not automate work at all, only extending the capabilities of the wielder of the tool. Certain mechanical tools can automate a task, but, […]

Filed Under: Availability mgmt, Change management, Incident Management, Risk management, Service level management, Service Management Automation, Service Management Tools, Tools Tagged With: automation, change management, Incident Management, incident management tools, service management tools

How many incident models should you have?

7 December 2012 by Robert Falkowitz 1 Comment

I recently made a presentation, in the context of the TFT12 event, on techniques for advanced incident management. One of the important tools to use is the incident model. During the presentation, a tweet was made by a listener asking if the number of different incidents types, and hence models, would get out of hand. […]

Filed Under: Incident Management Tagged With: incident, Incident Management, incident management tools, incident model, incident templates, maturity level, self-healing

TFT12

25 November 2012 by Robert Falkowitz Leave a Comment

TFT12

5 December 2012 will be the start of an adventure in the art of sharing knowledge and building connections via conferences. An event, called TFT12, is planned for that date, integrating many of the social technologies available today. TFT12 is to be a 24 hour event presenting 24 different speakers on various subjects in the […]

Filed Under: Conference Announcements, Incident Management Tagged With: Incident Management, incident management tools, TFT12

On the architecture of IT service management tools

17 November 2012 by Robert Falkowitz 3 Comments

New IT service management tool architecture

A common issue when implementing ITSM tools Often, while working on projects to implement a new IT service management tool, I have encountered the following remarks from one or more IT engineers. “Why are we implementing that new tool? Our team already has tools to do that.” To do what? Well, to manage the investigation, […]

Filed Under: Service Management Tools Tagged With: application architecture, incident, Incident Management, incident management tools, ITIL, ITSM, service management architecture, service management tools

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