Closed Loop Incident Process
Closed Loop Incident Process
Closed Loop Incident Process
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Investigation & Diagnosis<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 />
13<br />
Event<br />
Generation &<br />
Detection<br />
Investigation &<br />
Diagnosis<br />
Event<br />
Correlation &<br />
Business Impact<br />
<strong>Incident</strong><br />
Submission<br />
Problem isolation, SME tools, and KM used to<br />
determine root cause<br />
Challenge<br />
Significant problem resolution time spent on<br />
pinpointing problem in a dynamic<br />
heterogeneous IT universe<br />
<strong>Incident</strong> assigned and reassigned to multiple<br />
silos<br />
Solution<br />
Cross domain data visualization and analysis<br />
User Example - Diving deeper to find root cause<br />
Expert sees corrupt DB tables<br />
Finds runbook automation fix in<br />
knowledgebase
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