Closed Loop Incident Process
Closed Loop Incident Process
Closed Loop Incident Process
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Event Generation & Detection<br />
<strong>Closed</strong> <strong>Loop</strong> <strong>Incident</strong> <strong>Process</strong> solution for ITIL Event and <strong>Incident</strong><br />
Management<br />
Recovery &<br />
Closure<br />
Resolution<br />
10<br />
Event<br />
Generation &<br />
Detection<br />
Investigation &<br />
Diagnosis<br />
Event<br />
Correlation &<br />
Business Impact<br />
<strong>Incident</strong><br />
Submission<br />
Operations bridge console collects events & alerts<br />
from servers, networks, apps & 3rd party<br />
Challenge<br />
Bottom-up alert and event overload<br />
Lack of qualitative cross domain “actionable”<br />
and causal event data<br />
Solution<br />
All events come to one place, correlated and<br />
enriched against an auto-updated service<br />
model<br />
User Example – Events to single console<br />
End user experience slow<br />
SQL slow query performance alert<br />
J2EE DB collection pool issue
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