Computers fail and when they do they can become one of the most costly experiences a CIO will oversee; and yet, they are also one of the most ignored, that is, until they occur.
Incident managers are the IT professionals who are given the task of restoring service in the event of an unplanned outage. Unplanned IT outages are known events that occur at unknown times. Organisations often fail to focus on what it is their incident management teams actually do to restore service and they fail to focus on the inventory of unplanned outages they handle in order to optimise the services of the former, or to understand the value of the latter.
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