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Last modified 2017-11-28 0 downloads By Valiantys


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Incident Management

Raise incidents to restore normal service as quickly as possible in order to minimize any adverse impact on business operations. Incidents are prioritized according to urgency and business impact.

Problem Management

Involves root-cause analysis to determine and resolve the cause of incidents, proactive activities to detect and prevent future problems/incidents and a Known Error sub-process to allow quicker diagnosis and resolution.

Change Management

Enabling changes to be implemented with minimum disruption to IT service, ensuring they are recorded, evaluated, authorised, prioritised, scheduled, tested, implemented, documented and reviewed in a controlled manner.

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