Homoglyphs are what?
Homoglyph attacks are a type of cyberattack where attackers use characters that look similar to other characters to trick users […]
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Incident Management
Implement a Major Incident Management Process
Learn how the University of Michigan IT department improved response time, incident handling, and communication. When I first started working
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Zero-Strategy: Disruption Through Reduction
Innovation is more than just a trend; it has become a requirement for organizations that want to stay competitive in
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Map the Incident Management Process
Organizational Transformation Through Commitment to Change It’s Tuesday, and your manager has just called you into the office. “We are
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Major Incident Management (Template – Advanced )
This document outlines how Major Incidents affecting services provided by ICT are identified, escalated and managed throughout their lifecycle. This
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Steps to Successful ITSM Process Adoption – (Template)
This document outlines the steps required to successfully implement ITIL process. The document is an excellent reference prior to downloading
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Incident Management & Request Fulfilment Process, Policy & Procedure (Template – Advanced )
This Template is only available to HDAA members. This template can also be purchased. Contact HDAA for more information 1300
IT Governance for Incident Management
Implement Strategic Process Roadmaps or Keep Feeding the Beast Have you ever worked at or encountered an organization that purchased
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Management 101: Critical Skills for New Support Center Managers
Congrats! You have been promoted! All of your hard work and dedication to serving your customers has paid off! You
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Guidance on Opening Problem Records
Effective problem management requires a clearly defined process and documentation I have had the opportunity to assist several IT organizations
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