by Darren O'Toole (Author)
An in depth look at Incident Management for I.T. departments. 10 simple steps to design and deploy your Incident Management program based on ITIL's best practices.Topics include: Incident DetectionIncident PrioritizationResponse PlansManaging an IncidentEscalation MatrixCommunications PlansVendor ManagementDocumentationBonus TemplatesThe author has over 30 years of leading I.T. departments for some of the world's largest companies. This book goes beyond ITIL's theory with real world experience and recommendation
Author Biography
Darren O'Toole has been an I.T. thought leader for 30 years, working for some of the world's largest companies. His real world experience and practical approach to process help simplify and clarify complex topics. He holds an MBA in I.T. Management and attended Harvard Business School's I.T. Leadership Executive Education program.