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Incident Management

Strategic Incident Management

What truly lies at the heart of incident management? And is it possible to still be strategic once an incident has occurred? In a post for IT Chronicles, Mark Smalley explores incident management and how it fits into the big picture. Strategy All the Time Life in general has a …

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Why You Should Do Less Incident Management

Revenue funneled to IT service is supposed to be transformed into value through innovation insights. But oftentimes, as Joe the IT Guy laments, it just gets sliced up (pie-style) into three big chunks – equipment cost, employee pay, and vendor contracts: What do the customers of IT get in return …

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