ITIL®
ITIL recommends that an incident priority is derived from the Impact and the Urgency, based on the context of an organization. Octopus can derive automatically an incident priority by selecting the impact and urgency of a incident.
Incident Management process ensures that normal service operation is restored as quickly as possible and the business impact is minimized. This article explain basic principles about this process, according to ITIL®.
Event Management is an ITIL® process that is part of the Service Operation phase. This article présents basic concepts about this process.
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