Q&A: Understanding the Difference Between Incident Management and Problem Management

May 7, 2015 Michael Scarborough Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

Attendees of our webinar “Understanding the Difference Between Incident Management and Problem Management” had a lot of great questions for the webinar host, Global Knowledge ITIL course director and ITIL expert Michael Scarborough. So great, in fact, we decided to share them, along with Michael’s great answers.

Problem Management and Knowledge Management

April 28, 2014 Guest Authors Cisco, Cloudera, Featured, Professional Development, Project Management, Routing & Switching, Technology, Training in Business

Most organizations quickly realize that knowledge management must be integrated with incident management in order to improve the quality of service and the efficiency of providing assisted service. What is not as quickly recognized is the value of integrating knowledge management with problem management.