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Production Support – The ITIL Way is a presentation I prepared, introducing how to handle Production issues in ITIL way.
There are two ITIL processes related to this topic, Incident Management and Problem Management. This topic covers those two processes in details. In the end, some suggestions about how to improve the current Production Support processes were introduced.
Production issues are what trouble us most. They seems to consume our time endlessly. How to tame those issues and take the control of our life back is the main focus of this presentation.