Incident management
Raising security while preserving and improving quality
A systematic approach to managing IT risks and incidents raises security while preserving and improving the quality of the services we deliver.
What we deliver
1. Detection and logging — capturing the incident details, alerting the specialist, processing the request
2. Classification and initial support — matching against known problems and errors, assessing impact, urgency and priority using CMDB data
3. Investigation and diagnosis — evaluating the information, gathering and analysing further data, identifying solutions
4. Resolution and recovery — deciding on the fix, raising an RFC, carrying out the recovery actions
5. Closure — confirming user satisfaction and closing the incident
Prevention over reaction
Early detection comes from deploying effective monitoring and management tooling across the IT infrastructure. The incident history we accumulate becomes the input for identifying underlying infrastructure problems and for risk assessment.