In today's episode of 'The ITSM Practice,' hosted by Luigi Ferri, we delve into the critical aspects of Major Incident Management within IT Service Management (ITSM). This episode explores how ITIL practices can streamline processes to mitigate business risks and enhance operational efficiency. The discussion covers prioritizing Incidents, essential considerations during a crisis, the distinct roles in Incident Management, and the importance of strategic communication and Post-Incident reviews.

In this episode, we answer to:

How can ITIL practices streamline your Major Incident Management process?

What are the essential considerations in Major Incident Management?

How do Incident and Problem Management differ?

Resources Mentioned in this Episode:

PeopleCert, article "How to plan for major incidents in ITSM", link https://www.axelos.com/resource-hub/blog/how-to-plan-for-major-incidents-in-itsm

Atlassian, article "Incident management for high-velocity teams", link https://www.atlassian.com/incident-management/itsm/major-incident-management

Advisera, article "Major Incident Management – when the going gets tough…", link https://advisera.com/20000academy/knowledgebase/major-incident-management-going-gets-tough/

ITSM Professor, article "Examples of Major Incident Criteria", link https://www.itsmprofessor.net/2010/08/examples-of-major-incident-criteria.html

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

Jeffrey T. Fertiller explores the significant cost advantages of chatbots over traditional service desks in this fourth episode, referencing a Gartner study highlighting the drastic difference in costs between service desk interactions and self-service methods. He delves into the challenges of inadequate knowledge management behind chatbots, emphasizing the need for updated and accurate information to enhance user experience and reduce frustration.

In this episode, we answer to:

Why are chatbots becoming a preferred solution for organizations?

How does poor knowledge management impact the effectiveness of chatbots and self-service portals?

What can leaders do to improve the user experience with automated services?

Connect with us on:

LinkedIn: Jeffrey Tefertiller link https://www.linkedin.com/in/jeffreytefertiller/

Website: http://www.servicemanagement.us

LinkedIn: Luigi Ferri link https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

Resources Mentioned in this Episode:

Chatbots, Knowledge Management, User Experience, Cost Efficiency in IT Services.

And if you want more tips and guidance, follow me, Luigi Ferri, on LinkedIn. I share daily posts about Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya

In this episode of The ITSM Practice Podcast, Luigi Ferri explores the critical importance of integrating ISO 27001 standards into your organization's onboarding and offboarding processes. He details how these standards bolster security and efficiency, focusing on vital elements like awareness training, access control, and operational controls. Key steps for a secure offboarding process are also discussed, including asset retrieval, access revocation, and conducting exit interviews. This approach not only protects against information security threats but also fosters a culture of continuous improvement and accountability in Enterprise Service Management.

In this episode, we answer to:

How can ISO 27001 onboarding and offboarding tactics secure your organization?

What are the essential elements to consider when setting up an effective onboarding process in terms of security and operational efficiency?

What key steps should be taken to ensure a secure and comprehensive offboarding process for departing employees?

Resources Mentioned in this Episode:

ISO/IEC 27001 Onboarding

Awareness and Training (Clause 7.2, A.7.2.2)

Access Control (Clause 9, A.9.1.1, A.9.2.2)

Operational Controls (Clause 12, A.12.4.1)

ISO/IEC 27001 Offboarding

Return of Assets (A.8.1.4)

Access Revocation (A.9.2.6)

Exit Interviews (A.7.3.1)

Documentation and Records (Clause 7.5, A.7.1.2)

Audit and Review (Clause 9.2, A.18.2.2)

Connect with me on:

LinkedIn: https://www.linkedin.com/in/theitsmpractice/

Website: http://www.theitsmpractice.com

And if you want more tips and guidance, follow me on LinkedIn. I am sharing daily posts regarding Enterprise Service Management, IT Service Management, and IT Security.

Credits:

Sound engineering by Alan Southgate - http://alsouthgate.co.uk/

Graphics by Yulia Kolodyazhnaya