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8 Cards in this Set

  • Front
  • Back
What is the key phrase?
Minimizes adverse effects.
What is the mission statement?
Minimize of adverse effects to optimize the service availability and service quality.
What is an incident?
An abnormal event that causes interruption or
degradation of the service.
What is a problem?
The unknown underlying root cause of in incident or incidents.
What two types of escalation are there?
Functional, which is that the technical installation.
Hierarchical, which is the known notification escalation within management.
What is the incident life cycle?
Incident, diagnoses, repair, recovery
What is the incident control process?
Detection, recording, classification, investigation and diagnosing,
Repairing, recovery, closed.
Priority equals what?
Priority is equal to impact plus urgency.