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- Goal
- To restore normal service as quickly
as possible with minimum disruption to
the business
- Why incident management ?
- To ensure the best use of resources
to support the business
- To develop and maintain meaningful
records relating to incidents
- To devise and apply a consistent
approach to all incidents reported
- Examples of incidents
- Application - unavailable or in
error
- Hardware - outage or constrained
use
- Service requests - for
information or assistance
- Responsibilities
- Incident detection &
recording
- Classification of all
incidents and initial support
- Investigation and diagnosis
- Incident closure
- Incident ownership,
monitoring, tracking and
communication
- Prioritisation -
Urgency/Impact
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