Saturday, December 8, 2018

Netiquette IQ Post Of 12/8/2018 IT incident management







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From whatis.com
IT incident management
IT incident management is an area of IT service management (ITSM) in which the information technology team seeks to return a software application or network service to normal operations as quickly as possible after an unexpected event.
A pro-active IT incident management strategy helps keep an organization prepared for unexpected hardware, software and security failings and reduces the duration and severity of disruption from such events. Help desk and incident management teams rely on a mix of tools to resolve incidents, including monitoring tools to gather operations data for root cause analysis.

Most organizations use a support system, such as a ticketing system, for categorizing, prioritizing and documenting follow-up. Strategies for incident management may follow an established ITSM framework, such as IT infrastructure library (ITIL) or be based on a combination of guidelines and best practices established over time.

ITIL incident management uses this workflow for efficient resolution: incident identification, logging, categorization, prioritization, response, diagnosis, escalation, resolution and recovery, and then closure. An incident manager enforces the proper incident response and management processes across the IT support and service delivery team or teams. The incident manager is also likely to act as a communication bridge between end users and technical specialists during disruptions.

Support Levels
IT incident management is normally separated into three levels of support. Level-one support typically provides basic-level support or assistance, such as password resets or computer troubleshooting. Level-one support involves incident identification, logging, prioritization and categorization, deciding to escalate to level-two support and incident resolution when appropriate.
Level-two support goes through a similar workflow but is for more complex issues that need more skill or security access to complete. Major incidents are level-three support. This category includes incidents that might disrupt a business's operation and require an immediate response.

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sales@tabularosa.net  or 609 818 1802.
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In addition to this blog, Netiquette IQ has a website with great assets which are being added to on a regular basis. I have authored the premiere book on Netiquette, “Netiquette IQ - A Comprehensive Guide to Improve, Enhance and Add Power to Your Email". My new book, “You’re Hired! Super Charge Your Email Skills in 60 Minutes. . . And Get That Job!” has just been published and will be followed by a trilogy of books on Netiquette for young people. You can view my profile, reviews of the book and content excerpts at:

 www.amazon.com/author/paulbabicki

Anyone who would like to review the book and have it posted on my blog or website, please contact me paul@netiquetteiq.com.

In addition to this blog, I maintain a radio show on BlogtalkRadio  and an online newsletter via paper.li.I have established Netiquette discussion groups with Linkedin and  Yahoo I am also a member of the International Business Etiquette and Protocol Group and Minding Manners among others. I regularly consult for the Gerson Lehrman Group, a worldwide network of subject matter experts and I have been contributing to the blogs Everything Email and emailmonday . My work has appeared in numerous publications and I have presented to groups such as The Breakfast Club of NJ and  PSG of Mercer County, NJ.


Additionally, I am the president of Tabula Rosa Systems, a “best of breed” reseller of products for communications, email, network management software, security products and professional services.  Also, I am the president of Netiquette IQ. We are currently developing an email IQ rating system, Netiquette IQ, which promotes the fundamentals outlined in my book.

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