Read about Expanding the Expanded Incident Lifecycle by Janet Kuhn, Vice President, itSM Solutions LLC: "A key to improving the quality of IT service begins with understanding and utilizing one of ITIL’s simplest concepts - the Expanded Incident Lifecycle.
If you have attended an ITIL Foundation course, you undoubtedly remember the slide depicting the Expanded Incident Lifecycle (below). That is the graphical timeline that starts with an Incident on the left, progresses through the various stages of diagnosis, repair, restoration and closure, and then continues to the next Incident."
This is a great article and builds on a number of posts about the topic on this blog.
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