CHAPTER 6: MANAGING SERVICE OUTAGES
Hiu was manager of the network team, and from the initial looks at the data I’d seen, a lot of the incidents had his team involved in some way to resolve them. It didn’t necessarily mean his team was responsible for them. It just meant he had great visibility of what restored the service.
The references had been pretty clear. With only incident management, no matter how good we got at resolving outages, we could never reduce the number of incidents. That was where problem management made all the difference. I was convinced of that, it had to be part of the solution, too. I needed the help of Hiu’s team if I were going to be able to get problem management off the ground. The question in my mind was whether I ...
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