Transcription of A Framework for Incident and Problem Management
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A Framework for Incident and Problem Management
Incident and Problem Management Framework April 2003 INS Whitepaper 1 A Framework for Incident and Problem Management By Victor Kapella Consulting Manager International Network Services The knowledgebehind the network. A Framework for Incident and Problem Management By Victor Kapella, Consulting Manager Introduction Many organizations have developed multi-tiered, information technology (IT) support services delivered by help desks , network operations centers (NOCs) and engineering organizations. A common mistake made when developing these services is to focus on responding to incidents instead of on preventing problems from occurring in the first place.
A Framework for Incident and Problem Management By Victor Kapella, Consulting Manager Introduction Many organizations have developed multi-tiered, information technology (IT) …
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