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Created with Fabric.js 1.4.5 Document created by INNX - Operation ExcellenceJanuary 2015 ID Card* Level of Services Definition Service Desk Guidelines are guidelines written by the application owner to document how to support the application.These SD Guidelines are mandatory to bring a new application ( or an update) in the Service Desk process. An Incident is an unplanned interruption to a service, or the failure of a component of a service that hasnt yet impacted service. An event which is not part of the standard operation of a service and which causes or may cause disruption to or a reduction in the quality of services. The objective of the Incident Management Lifecycle is to restore the service as quickly as possible to meet Service Level Agreements. SDG* ITIL defines a Problem as follows: The unknown root cause of one or more existing or potential Incidents.Problems may sometimes be identified because of multiple Incidentsthat exhibit common symptoms. Problems can also be identified froma single significant Incident, indicative of a single error, for which the cause is unknown.Occasionally Problems will be identified well before any related Incidents occur. Incidents vs Problem ITIL defines an Incident as follows: Definition ID Card is a document that precises, for an application, who are the members who can help. This group is named « Group resolvers » *Will be replaced by Knowledge Management Contact:
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