Incident, Release, and Problem Management in IT Service Support
Question 1 – Incident Management
1A. (12p)
Incident Management contains the following six activities:
- Incident Detection and Recording
- Classification and Initial Support
- Research and Diagnosis
- Resolution and Recovery
- Close the incident.
- Ownership, monitoring, tracking and communication
For each of these activities, provide two examples of information that this activity requires as an output.
Answer:
- Incident Detection and Registration:
- Incident Details
- Notice of resolution to users/customers
- Classification and
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