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White PaperIncident Management:A CA IT Service ManagementProcess MapPeter Doherty Senior Consultant, Technical Service, CA, Waterhouse Director, Product Marketing, Business ServiceOptimization, CA 2006Table of ContentsIntroduction ........................................ ........................................ ........................................ ........................................ ........................................ ..3Incident Management ........................................ ........................................ ........................................ ........................................ ...................... 4Event.

White Paper Incident Management: A CA IT Service Management Process Map Peter Doherty — Senior Consultant, Technical Service, CA, Inc. Peter Waterhouse — …

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White Paper - itsmcampus.com

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3 Introduction CA’s IT Service Management (ITSM) Process Maps provide a clear representation of the ITIL best practice framework. We use the analogy of subway or underground system

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