Downtime happens. It's not a question of if, but just a matter of when. Or when next.
Know and be able to defend that your Mean Time Between Failures (MTBF) and Mean Time To Repair (MTTR) are all trending
in the right direction. Your team's activities in Incident Management should translate to demonstrated results.
Inidents in SamanthaTMare tied to the configuration item; the asset that failed. With this, down-stream effects
of the outage can be computed and tracked. The specifics of the outage are identified, recording whether the incident
was as a result of an IT change and if people were affected.
Organize your incidents in categories and types. Identify its priority.
Define whether the incident should be excluded from the availability computation.
Link the incident to your problem management activities. Add-in "who was affected" by
the incident to enhance your change prediction capabilities.
Calendar views, dashboards, and reporting gives you the information to ensure your incidents are resolved effectively.
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