Closed Loop Incident Process
Closed Loop Incident Process
Closed Loop Incident Process
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Event Correlation & Business Impact<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 />
11<br />
Event<br />
Generation &<br />
Detection<br />
Investigation &<br />
Diagnosis<br />
Event<br />
Correlation &<br />
Business Impact<br />
<strong>Incident</strong><br />
Submission<br />
Business services, business impact relationship,<br />
and SLAs determined<br />
Challenge<br />
Struggle to link causal events to top down enduser<br />
experience and business impact<br />
Solution<br />
Proactive end-user experience linked to<br />
business process and business transaction<br />
flow to identify high revenue generating<br />
service impact<br />
User Example - Cause from symptoms and impact<br />
Oracle database is the cause, topology based<br />
correlation<br />
Critical funds transfer business service<br />
impacted
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