INCIDENT MANAGEMENT CTS' incident management process ensures that incidents are detected and service requests are recorded. This ensures that there are no lost incidents or service requests, allowing the records to be tracked, and providing information to aid problem management and planning activities. The process includes the use of web based technology giving self-service abilities to customers, providing them with flexible interfaces to the support function while also reducing the workload and personnel requirements of the service desk. Service requests, such as a request for change (RFC) or a batch job request, are also recorded and then handled according to the relevant processes for that particular type of request. Incidents are classified ensuring that they are correctly prioritized and routed to the right support resources. CTS Incident management includes initial support processes allowing new incidents to be checked against known errors and problems so that any previously identified workarounds can be quickly located. CTS Incident management then provides a structure by which incidents can be investigated, diagnosed, resolved, and then closed. This process ensures that each incident is owned, tracked, and monitored throughout its life cycle.
copyright 2006 / Buchanan Associates