HDI Information Technology Conference 2018

Pre-8: Incident Management


Tuesday, April 9 at 8:30 AM

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Discover why incident management is foundational to improving the support center's performance. Incident Management is defined as, "restoring normal service as quickly as possible, with minimal disruption to the business". This workshop helps establish what should be considered "normal service" within a company as well as determine business impact and prioritize incidents to "minimize disruption to the business". This workshop presents experience-based, practical guidance as well as templates, quick wins, examples, and tricks for successfully implementing best practice methodologies for incident management, service requests, and event management.

What You Will Learn
• Templates and tools to help the restoration process • Appropriate key performance indicators • How to design and implement the incident management and service request processes • Development and management work-arounds to "fix it fast" • How to conduct a process maturity assessment for incident management

Who Should Attend?
• Incident Managers • Service and Support Leaders • Process Owners • Practitioners and Stakeholders who need to gain a thorough understanding of how to deploy and/or assess and improve the Incident Management, Request Fulfillment, and Event Management processes in their organizations

Doug Tedder

Principal Consultant
Tedder Consulting LLC

Doug Tedder is the principal of Tedder Consulting LLC, a Service Management and IT Governance consultancy. Doug is a recognized thought leader who is equally adept in interactions from senior leadership to day-to-day practitioners. His attention to detail, industry knowledge, emotional intelligence, and the ability to "see the big picture" and make it actionable has resulted in a track record of success in transforming IT organizations into valued business partners. Prior to starting his business, Doug spent over 25 years working in corporate IT organizations in a variety of local, regional, and global roles. Doug holds numerous industry certifications in disciplines ranging from ITIL®, COBIT®, Lean IT, DevOps, KCS™, and Organizational Change Management. Doug was also recognized as an "IT Industry Legend" by Cherwell Software in 2016. Doug is an author, blogger, and frequent speaker and contributor at local industry user group meetings, webinars, and national conventions. Doug is a member and former president of itSMF USA, a member of HDI, and a contributing author to VeriSM™.