From the course: IT Service Management Foundations: Problem Management
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Managing known errors - ITIL Tutorial
From the course: IT Service Management Foundations: Problem Management
Managing known errors
- [Narrator] Imagine a situation where you are enjoying some lunch and you get notified by your internet provider that they're experiencing a slowdown in your area, they're working on it and you should be back at full speed within the next two hours. They let you know that during lunch, they know how important streaming content is to you and your family and they've automatically prioritized this bandwidth so that you should experience no issues, but other websites might remain slow while they're getting things fixed. How would you feel if given this treatment? I bet in the future, you would establish a great relationship of trust with your provider, making future situations and really difficult problems, easier to work through together. This customer experience is brought to you by multiple tools and techniques, as well as background processes that have to work together. For one, it took an incident to figure out…
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