From the course: IT Service Management Foundations: Problem Management
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Clarify and verify - ITIL Tutorial
From the course: IT Service Management Foundations: Problem Management
Clarify and verify
- [Narrator] Caller number one, internet's down. Caller number two, I can't get to my email, Shane. Caller number three, Shane, internet's not working again. Caller number four, Shane, we haven't received any emails lately. Shoot. All hands on deck. Let's get someone from network on the line, call up our service provider. Let's tell them what we need, an immediate investigation. Let's also get the boss on the line and tell them that we're aware of the issue and we're working on it. And send out a notification saying that we're going to send out a notification when we have something to notify them about. But this particular notification is important because when you read it it tells you that we've been notified, and we're notifying you about our notification. Okay, sir. Wait, we got some emails back from the team. One says their internet seems fine. Wait a second. Here's another. Yes. Reporting no issues.…
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