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.
Level 2 Assist
Investigates problems in systems and services. Assists with the implementation of agreed remedies and preventative measures.
Level 3 Apply
Initiates and monitors actions to investigate and resolve problems in systems and services. Assists with the implementation of agreed remedies and preventative measures.
Level 4 Enable
Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensures that such problems are fully documented within the relevant reporting system(s). Coordinates the implementation of agreed remedies and preventative measures. Analyzes patterns and trends.
No comments:
Post a Comment