Managing Incidents

Juan F. Gómez Fernández and Adolfo Crespo Márquez
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Juan F. Gómez Fernández: Universidad de Sevilla
Adolfo Crespo Márquez: Universidad de Sevilla

Chapter Chapter 8 in Maintenance Management in Network Utilities, 2012, pp 203-214 from Springer

Abstract: Abstract ITIL terminology defines an incident as any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to or a reduction in the quality of that service. The stated ITIL objective is to restore normal operations as quickly as possible with the least possible impact on either the business or the user, at a cost-effective price. Also ISO 20000 defines an incident (part 1, 2.7) as any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service.

Keywords: Service Level Agreement; Maintenance Task; Corrective Plan; Incident Management; Negative Exponential Distribution (search for similar items in EconPapers)
Date: 2012
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DOI: 10.1007/978-1-4471-2757-4_8

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