2019 Business Predictions: Is AI the Future of ITSM?
2019 could be the year of artificial intelligence (AI) in IT service management (ITSM)....
Incident Management
All PostsWhat Is ITIL, and What Does It Solve?
ITIL refers to IT service management (ITSM) best practices aligned to an enterprise’s day-to-day...
What Are the Differences Between Major and Critical Incidents?
Major and critical incidents are not identical. To better understand the similarities and differences...
Incident Response: Should You Prioritize Quality or Quantity?
There are two common approaches to incident response: qualitative and quantitative. Each approach has...
Have You Standardized Your Incident Response Process?
An incident response process is a business process and should be treated accordingly. Because...
How to Communicate with Customers During an Outage
Customers are the lifeblood of a successful enterprise. Yet too often, enterprises fail to...
5 Steps to Conduct an Incident Post-Mortem
“Post-mortem” refers to a process that enables an incident response team to learn from...
How to Create an Effective Incident Response Playbook
Oftentimes, enterprises struggle to notify customers, employees, partners and other key stakeholders about incidents....
What Is Proactive Major Incident Management?
Major incident management is vital, particularly for an enterprise that wants to limit downtime,...