Incidents can arise from any part of the infrastructure and are often reported by users. Incidents may also be detected by others business or it departments within the organization, and automatically through detection systems that have been set up to trap application and technical infrastructure events.
The steps included in the process are: incident acceptance and recording - the incident is detected or reported and an incident record is created; classification and initial support – the incident is coded by type, status, impact, urgency priority, etc. the user may be given suggestions to solve or work, around the issue, even if only temporarily; matching – a check is made to see if the incident, problem or known error, and if there is a solution or a workaround; investigation and diagnosis – is there is no known solution the incident is investigated; resolution and recovery – once the solution has be found, the issue can be resolved. Closure – the user is asked if they are satisfied with the solution and then the incident can be closed; progress monitoring and tracking – the entire incident cycle is monitored, if it appears that an incident cannot be resolved in time or with the current level of expertise, then escalation will occur.
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Francis:
ReplyDeleteYour blog started out nicely, but it's a pitty that you didn't continue with all the assigned tasks.
Regards,