7An in depth look at Incident Management for I.T. departments. 10 simple steps to design and deploy your Incident Management program based on ITIL's best practices.Topics include: Incident DetectionIncident PrioritizationResponse PlansManaging an IncidentEscalation MatrixCommunications PlansVendor ManagementDocumentationBonus TemplatesThe author has over 30 years of leading I.T. departments for some of the world's largest companies. This book goes beyond ITIL's theory with real world experience and recommendation