This resource is no longer available
Incident Management: A CA IT Service Management Process Map
AuthorsPeter Doherty Senior Consultant, Technical Service, CA, Inc. Peter Doherty is a Senior Consultant with CA. He is a 15 year Service Management practitioner and holds a Manager’s Certificate in IT Service Management. A highly sought speaker for IT Service Management seminars and conferences, he won the President’s Award for best content and presented paper at the 2004 Australian itSMF National conference. Peter has published on the subject of IT Asset Management as an extension of ITIL and is a regular contributor to industry publications.
Peter Waterhouse Director, Product Marketing, Business Service Optimization, CA, Inc. Peter Waterhouse is Director of Product Marketing in CA’s Business Service Optimization business unit. Peter has 15 years experience in Enterprise Systems Management, with specialization in IT Service Management, IT Governance and best practices.