Blue Skies Unlimited - Thinking Clear Beyond the Horizon
Incident Management

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An incident is any event which interrupts or degrades IT services to a customer. The incident management process supports restoring normal service as quickly as possible and tracking the other service support processes through to closure of the incident. Processes within incident management include:
  • Incident detection and recording
  • Classification and initial support
  • Investigation and diagnosis
  • Resolution and recovery
  • Incident closure
  • Incident ownership, monitoring, tracking and communication
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