The resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritization and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.
Investigates Events in systems and services. Assists with the implementation of agreed remedies and preventative measures.
Level 4 Enable
Initiates and monitors actions to investigate and resolve Events in systems and services. Assists with the implementation of agreed remedies and preventative measures.
Level 5 Ensure, Advise
Ensures that appropriate action is taken to anticipate, investigate and resolve Events in systems and services. Ensures that such Events are fully documented within the relevant reporting system(s). Coordinates the implementation of agreed remedies and preventative measures. Analyzes patterns and trends.
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