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How to Get Started with ITIL Incident Management

By Hank Marquis -

ITIL Article Published Jul 9, 2010

Six steps are all you need to get Incident Management under control, writes ITSMWatch columnist Hank Marquis of Global Knowledge.
Tags: Global Knowledge, ITIL, ITSM, Marquis, incident management

How to Measure ITIL Service Utility and Warranty

By Hank Marquis -

ITIL Article Published Feb 8, 2010

By understanding the ITIL concepts of utility and warranty in ITIL v3 you discover competitive advantage, cost controls, customer satisfaction, and business IT alignment, writes ITSMWatch columnist Hank Marquis of Global Knowledge.
Tags: ITSM, Marquis, ITIL v3, SERVQUAL, SERVPERF

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