Seven Myths about IT Incident Identification and Critical Situation Management
Abstract This is a fresh look at a new breed of IT Incident Identification and Critical Situation Management tools. These solutions reveal that the rules have changed and a real opportunity for cost reduction, increased Service Levels and staff efficiencies has arrived. Get answers to these seven commonly-held myths:
#1: Service Desk Outsourcing alone provides the best ROI for IT Incident Resolution
#2: Knowledge Management systems best facilitate IT Issue Identification
#3: Automated IT Issue Identification is solving a problem that we don’t have
#4: The new breed of ITIL tooling means that we don’t require Automated Critical Situation Management
#5: System Redundancy and Business Continuity means we don’t require Automated Critical Situation Management
#6: Our downtime is so low that Automated CSM cannot be justified
#7: We’ve spent so much on ITIL that we could never justify this additional investment
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