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Understanding the Incident Management Process

Learn about the Incident Management process, from request for help to resolution and recovery procedures. Discover how IM works and the key steps involved.

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Understanding the Incident Management Process

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  1. High Level MAISAid IM Process Flow Press Space Bar to Continue; Escape to End.

  2. How Does IM Work? It all starts with a request for help. Don’t know how! Service Request MAISAid Doesn’t work! Incident End Users MAISAid Staff Member Incident Initiator Event Server Down! Configuration Item CONTINUE Press Space Bar to Continue; Escape to End.

  3. How Does IM Work? Investigation and Diagnosis Procedure searches for a solution. Workaround Knowledge Document Known Error MAISAid Existing Incident Incident Incident Assignee Problem CONTINUE Press Space Bar to Continue; Escape to End.

  4. How Does IM Work? Resolution and Recovery Procedure implements the solution. Possible Outcomes Workaround Knowledge Document MAISAid End User Change Request Incident Solution Incident Solution Incident Assignee When resolution is available, communicate it. Incident Owner Problem CONTINUE CONTINUE CONTINUE Press Space Bar to Continue; Escape to End.

  5. How Does IM Work? Press Escape to return to the course. Press Space Bar to Continue; Escape to End.

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