White Papers
Incident Management and Automatic Alerting Tools
Overview Much of the advice regarding Incident Management is an un-stated assumption that the main source of Incidents are calls to the Service Desk. Although this may be true for the great majority of lower impact requests, there are different recommendations for those who have "Event Management" tools in place that automatically generate Incidents. Event Management systems automatically alert for exceptions to the expected level of service. Alerts are pre-classified and create incident records either automatically or upon human initiation. In order to integrate optimally with the Incident, Change, and Problem Management processes, several key steps should be taken which are discussed in this paper.
| Publisher | Jupitermedia | File Format | HTML |
|---|---|---|---|
| Date Published | February 2004 | Downloads | 1 |
| Format | White Papers | ||
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