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Mapping the Incident Management Process
It’s Tuesday, and your manager has just called you into the office. “We are appointing you to a new role within the IT support team. I would like to you to be the incident process owner.” After a moment of shock, surprise, and excitement all at once, you listen to the details and how your […]
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Corporate Workshop and Strategy Session, Turlock, CA
Invited out to Turlock, CA to teach two corporate workshops: Incident Management Primer and Change Management Primer. What I enjoyed most about these courses is that they had real practical approaches presented to the client. After the conclusion of the workshops, we then completed a strategy/design workshop to evaluate the current processes and identify improvements. […]
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Incident Categorization: A Method to the Madness
Incident categorization is a challenge for organizations. Whether it is due to culture, politics, complexity, or an inability to agree – every organization at some point finds that the categorization of incidents is difficult. Why does it cause so much of a challenge? Every organization is different. The products and services are different. The service […]
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Categorization: A Method to the Madness WEBINAR
Incident categorization is a challenge for many organizations. Whether it is due to culture, politics, complexity, or an inability to agree, every organization, at some point, runs up against incident categorization. Why does it cause so much difficulty? Every organization is different. Their products and services are different. Their service levels are different. Their customers […]
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PACRIM Conference & Expo 2008, Gold Coast, Australia
Australia is an incredible country, and I was invited to speak at the PacRim conference as an international keynote speaker. The conference was held on the Gold Coast – a lovely oceanfront community known as surfer’s paradise. I was fortunate enough to travel around Sidney before making the trip up to Brisbane for the conference. […]
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HDI New Jersey Chapter Annual Event, Monmouth, NJ
I was invited to speak at the New Jersey HDI Chapter Annual Event as a Keynote Speaker. The topics were: Problem vs. Incident Management and one of my favorites, Everything I Ever Wanted to Know About Management I Learned from the Movies. The event was held at a Racetrack, and I bet for the first […]
