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

Troy DuMoulin (VP, Research and Development, Pink Elephant)

Location: Room 319

Date: Wednesday, April 11

Time: 11:30am - 12:30pm

Pass Type: Conference and Expo Package, Executive Connections - Get your pass now!

Track: Process Optimization and Automation

Experience Level: Intermediate/Advanced

Organization Maturity: Mature/Business Focus, Evolving/Proactive

Vault Recording: TBD

Audience Level: Intermediate/Advanced

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.