Preparing for a major incident

Preparing for the Next Major Incident

ITIL defines a major incident as the highest category of impact for an incident; a major incident results in significant disruption to the business. Like most things ITIL, the exact definition and criteria for what makes a major incident a major incident will vary from organization to organization, depending on the needs of the organization.…

Automating Your Knowledge Management

If 2020 taught us anything in IT service management, it’s that knowledge management needs to be more than a handful of “how to reset your password” articles to save your IT teams from a flood of tickets.  The term knowledge management refers to the practice of gathering knowledge, documenting it, and then making it available for those who need…