Session 205: ITSM Deep Dive: Classification, Prioritization, Escalation, and Alerting

Wednesday, April 11 at 11:30 AM

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Imagine an IT department where there's no agreement on how much impact a given incident has on the customer. If one person believes an incident represents a minor impact while another believes the sky is falling, they probably don't have a solid agreement around a model for establishing ticket priority—and no hope of supporting published service level agreements. In this deep-dive session, you'll explore how to establish a business driven, multi-factor priority model that shares multiple ITSM processes and find out how this model drives automation related to escalation and alerting practices.

Troy DuMoulin

VP, Research and Development
Pink Elephant

Troy DuMoulin is a leading ITIL and IT governance authority with a rich background in executive IT management consulting. Troy is an ITIL Expert with extensive experience in leading regional and global ITSM programs. He is a frequent speaker at ITSM events and was a contributing author to multiple ITSM and Lean IT books, papers, and official ITIL publications. Troy was recently named one of the Top 25 Thought Leaders in Technical Support and Service Management by HDI.