The presentation will summarise key points about how ITIL V3 and ISO 20000 specify Incident Management activities within IT service management, before describing how HP Openview & other network management systems seek to help facilitate the process. The gap between the NMS and intended mobile message recipient is highlighted as a classic bottleneck in the end-to-end communication system. Possible solutions are explored before an actual client reference example is used to illustrate how this gap can be closed effectively - in a day!
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