Overview

It is a practical and accessible guide to the world of Incident Management. This essay, part of the IT4nonIT series, covers every aspect of the IT incident resolution process, from its introduction to the definition of objectives. This essay is a valuable resource for anyone looking to improve their IT incident management processes: It presents the criteria for incident classification, resolution strategies, and service recovery plans. It examines the process of incident closure and review. It defines incident 'ownership' and highlights the importance of continuous monitoring. It discusses the differences between incidents in on-premise, cloud, and hybrid environments, and presents a use case for Problem Management. It explores the ITIL and COBIT frameworks, emphasizes the importance of preparation and prevention, and provides guidance on how to record and identify warning signs. It delves into incident detection processes, reporting and communication systems, and the role of staff in reporting

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