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Only pick three goals. You should have one really important goal that you're going to achieve no matter what. Write your resolutions down and post them somewhere. Turn each resolution into a habit. Work on one habit per month. Use a calendar. Review.
Clearly define a major incident. Have exclusive workflows. Reel in the right resources. Train your personnel and equip them with the right tools. Configure stringent SLAs and hierarchical escalations. Keep your stakeholders informed.
Log everything. Give the incident a unique number, even if you're ticketing system doesn't. Document all the details. Assign a category and priority level. Check the knowledge base for every incident, even if you think you know the solution.
Reporting of an Incident. Investigation of the Incident. Incident Analysis. Corrective Actions. Lessons Learned.
Carry out incident diagnosis. Document the steps followed to resolve the incident and submit knowledge base articles. Identify when an incident is a problem and convert the incident ticket to a problem ticket. If the incident is resolved, confirm the resolution with the end user.
After identifying the type of issue you are encountering, you will receive a response according to the Soweto Response time policy. P1. You are encountering an Emergency issue, which means that the system is not available and productivity has been halted. The product is unusable in its current state.
Depending on the impact and urgency, a major incident will be categorized as a P1 or P2. Incident Coordinators utilize a priority matrix to determine the appropriate impact and urgency. All P1 tickets are considered major incidents. P2 tickets are considered major if the impact is multiple groups or campus.
Service Level Agreement: Priority 1 (P1) A complete business down situation. The client is unable to operate. Priority 3 (P3) The clients core business is unaffected, but the issue is affecting efficient operation by one or more people.
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