Incident Management
ITIL defines an incident as an unplanned interruption to or quality reduction of an IT Service. The service level agreements (SLA) define the agreed-upon service level between the provider and the customer.
An incident interrupts normal service; such as when a user’s computer breaks, when the VPN won’t connect, or when the performance of a service degrades. These are unplanned events that require help from the service provider to restore normal function; incident management restores IT services to normal working levels.
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