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The goal of Incident Management is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Normal service operation is defined as operating within the agreed Service Level Agreement (SLA) limits. What is the […]

Service Desk Process Kit store.theartofservice.com/service-desk-process-kit-isbn-tk00225.html The well-crafted Service Desk Management Process Kit provides a wide variety of resources to boost your understanding and ability to implement Service Desk …   The primary goal of the Service Desk is to support the agreed IT service provision by ensuring the accessibility and availability of the IT-organization and by performing various supporting activities. […]

Responsibilities: * Ensure adequate availability of all IT services * Developing and maintaining an Availability Plan * Oversee availability monitoring and improvement of the process * Report provision and advice. Skills: Awareness of how IT supports the business, technical, analytical, consultancy, seeks continuous improvement. Note: The Availability Manager does not seek to achieve 100% Availability […]

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