An important tool in the diagnosis of incidents is the known error database (KEDB), which is maintained by problem management. This often requires the use of a temporary fix, or workaround. Rather, the focus is on doing whatever is necessary to restore the service. Incident management is not expected to perform root cause analysis to identify why an incident occurred. Communication with the user community throughout the life of the incident.Escalation, as necessary, to level 2 support. Service desk personnel are usually designed as Level 1 support, which includes the following activities: Free Download › Tasks in incident management
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