Transcription of White Paper - itsmcampus.com
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White Paper - itsmcampus.com
White PaperIncident Management:A CA IT Service ManagementProcess MapPeter Doherty Senior Consultant, Technical Service, CA, Waterhouse Director, Product Marketing, Business ServiceOptimization, CA 2006 Table of ContentsIntroduction ..3 Incident Management .. 4 Event ..4 Detect ..4 Record ..4 Investigate and Diagnose ..7 Optimizing the Incident Management Journey ..7 Potential Issues with Incident the Authors ..823 IntroductionCA s IT Service Management (ITSM) Process Maps providea clear representation of the ITIL best practice use the analogy of subway or underground systemtransport maps to illustrate how best to navigate a journeyof continuous IT service improvement.
White Paper Incident Management: A CA IT Service Management Process Map Peter Doherty — Senior Consultant, Technical Service, CA, Inc. Peter Waterhouse — Director, Product Marketing, Business Service
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