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White PaperIncident management :A CA IT Service ManagementProcess MapPeter Doherty Senior Consultant, Technical Service, CA, Waterhouse Director, Product Marketing, Business ServiceOptimization, CA 2006Table of ContentsIntroduction ........................................ ........................................ ........................................ ........................................ ........................................ ..3Incident management .

Incident Management The objective of the Incident Management process is to return to a normal service level, as defined in a Service Level Agreement, as quickly as possible with minimum

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