Guidance for Incident Management: According to ISO/IEC 20000 & 9001 Standards, Six Sigma and ITSM Best Practices

There are numerous books on incident management from different best practices, but none provide proper guidance on elements like implementation, improvement, and execution of operational activities. Hence, this book has been written focusing on those elements which were not covered by any best practice frameworks or by any other author. Guidance for Incident Management is a fresh book with practical knowledge on incident management (with respect to ITSM discipline). This book has been written considering the challenges faced by the incident management staff such as incident managers, major incident managers, incident analysts, and IT consultants. This inventive book focuses on niche and essential topics like roles, responsibilities, and skills needed in incident management, implementing incident management through Six Sigma's DMADV approach, improving incident management through Six Sigma's DMAIC approach, how to conduct assessment on incident management, how to conduct auditing on incident tickets, gamification in incident management, sizing incident management teams, incident management process for clouds, incident analysis in clouds, preventing incidents in clouds and many more interesting topics. It has already grabbed the attention of all the ITSM experts and is sure to become a benchmark for guidance on incident management.