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refer 5.2.5
Every incident should be logged and managed to ensure that it is resolved in a
time that meets the expectations of the customer and user. Target resolution
times are agreed, documented, and communicated to ensure that expectations are
realistic.
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Incident management can have an enormous impact on customer and user satisfaction, and on how customers and users perceive the service provider. Every incident should be logged and managed to ensure that it is resolved in a time that meets the expectations of the customer and user. Target resolution times are agreed, documented, and communicated to ensure that expectations are realistic. Incidents are prioritized based on an agreed classification to ensure that incidents with the highest business impact are resolved first.
5.2.5 Incident Management
Target resolution times are agreed, documented, and communicated to ensure that expectations are realistic
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