Incident Management For I.T. Departments: ...in 10 Easy Steps

An in depth look at Incident Management for I.T. departments. 10 simple steps to design and deploy your Incident Management program based on ITIL's best practices.

Topics include:
Incident Detection
Incident Prioritization
Response Plans
Managing an Incident
Escalation Matrix
Communications Plans
Vendor Management
Documentation
Bonus Templates

The author has over 30 years of leading I.T. departments for some of the world's largest companies. This book goes beyond ITIL's theory with real world experience and recommendations.