Many organizations have developed multi-tiered, support services delivered by protection service providers, helpdesks, and referral pathways. A common mistake made when developing these services is to focus on responding to incidents instead of on preventing problems from occurring in the first place, thus many organizations fail to successfully execute proactive problem prevention.
DPI employs best practices used to guide organizations in developing their service management approaches in addition to incident and problem management, these include activities undertaken to restore normal service operation as quickly as possible while minimizing adverse impact on the organization’s operations
Incident management is a reactive, short-term focus on restoring the organization’s functions through:
- Incident detection and recording
- Classification and initial support
- Investigation and diagnosis
- Resolution and recovery