Because more of our world depends on technology, complexity, criticality, and risk are all increasing, and so is the cost of failures. As Charles Betz of Forrester recently wrote, "Complex systems continue to fail, and there's no sign that this will change."
When systems fail, the response needs to be swift, and services must be restored rapidly and accurately. This requires coordinated efforts across multiple functions, making planning, preparation, and communication mission-critical and business-critical. Recently, incident management has shown increased interest in learning from first responders, and in applying some of the methods they use for response coordination and communication.What You'll Learn
- How and why complexity is increasing
- What types of risk result from increased complexity
- How incident management can learn and improve by looking outside IT
Who Should Attend
- Service management professionals
- Incident managers and support center managers, leads, and staff
This webinar is being hosted on HDI's BrightTalk channel. You will need to have a BrightTalk account to register for the webinar. Fortunately, registration is free!
Manager – IT Service Desk
Brandon Caudle is a seasoned service and support industry practitioner and consultant, with more than twenty years of experience working in and with Fortune 500 companies. As an industry visionary, he has driven ITIL and knowledge initiatives across multiple companies and countries. Today, Brandon leverages his KCS expertise, skillset, and experience to assess, implement, and evolve knowledge and CRM solutions in the technical service and support industry across multiple time zones and geographies. His favorite yoga pose is Savasana.
Follow him on Twitter @BrandonCaudle
Roy Atkinson is one of the top influencers in the service and support industry. His blogs, presentations, research reports, white papers, keynotes, and webinars have gained him an international reputation. In his role as senior writer/analyst, he acts as HDI's in-house subject matter expert, bringing his years of experience to the community.
He holds a master’s certificate in advanced management strategy from Tulane University’s Freeman School of Business, and he is a certified HDI Support Center Manager. Follow him on Twitter @RoyAtkinson.