Incidents
What is an Incident
Incident Management aims to manage the lifecycle of all Incidents (unplanned interruptions or reductions in quality of IT services). The primary objective of this ITIL process is to return the IT service to users as quickly as possible.
What is a ticket
A ticket can be logged by authorized users to: Log an Incident on a productive system; Request for a service; Request for a change in the software (behavior). After you logged a ticket, B-Synergy support will be informed and it will be processed as agreed in the SLA (Service Level Agreement).
What is an SLA (Service Level Agreement)?
An SLA is an agreement, usually in writing, between a supplier and a customer of certain services. In addition to describing the provided services, an SLA also sets out the rights and obligations of both the supplier and the customer with regard to the agreed service level target to be provided. ...