Objectives:
1. Reduce the adverse effect on business operations.
2. Return to normal service operation quickly
Incident Models and Known Error Records are used to manage an Incident.
An incident Model predefines a standard method of steps that will be taken to handle and incident.
Successful incident management begins with logging every incident, requiring and categorizing incidents to assist with trend analysis.
Incident closing procedures:
1. Assign the correct incident category.
2. Ensure user satisfaction.
(Obvius)
Hierarchic Escalation means to notify IT managers about an incident.
(It seems to me that HIerarchic Escalation has nothing to do with solving the problem)
Functional Escalation means to escalate up the service chain for support and problem resolution.
Nenhum comentário:
Postar um comentário