Author Description

***Incident Management in a Service Management Architecture*** This innovative book focuses on the architecture of a service management environment, before it provides guidance on how to deploy incident management best practices. That way it offers a robust foundation to build on, and it makes sure you understand the environment that you need to integrate in your service management strategy. Using the practical guidance in this book, in the context of a solid Service Management Architecture, offers you far better chances of bringing it to practice than any of the previous books on the very same topic. ***Principles instead of practices*** There are numerous books on incident management, but they all document best practices. They summarize tips & tricks, and describe practical structures. This of course provides valuable information, but it doesn't solve the challenge of implementing incident management in a Service Management Architecture. As a consequence, the real practice is always hard, as it doesn't integrate seamlessly with the rest of the activities of a service provider. A far better approach to continuous improvement lies in a principle-based approach, with a solid architecture foundation. That is what distinguishes this book from all previous published titles on incident management. ***About the authors*** Nicole Conboy ad Jan van Bon combine a wealth of experience and insight in both the structure and practice of service management. Nicole is a highly experienced trainer, consultant and practitioner, who has seen many practical situations in her long career as an IT Service Management expert. Jan is a renowned author and thought leader on IT management topics, where he produced 80+ titles in 16 languages. ***Synergy*** The combination of the authors' skills and knowledge has produced an innovative book on a 'classic' topic - a must read for anyone interested in well-architectured practices for their incident management. Bron: Flaptekst, uitgeversinformati