The Elastic Enterprise in Action: IT-Empowered Incident and Problem Management

Overview

Robert Frances Group analysts believe implementing best-practice incident management and problem management processes represents significant opportunities for IT to deliver demonstrable short- and long-term business value. To capitalize on such opportunities and deliver demonstrable business benefits, however, IT executives must ensure that incident and problem management processes leverage relevant, reliable, procedures, workflows, and technologies. IT executives should then build upon these successes to craft comprehensive, architectural approaches to these important business and technological challenges.