Resolution (ITIL Service Operation) Action taken to repair the root cause of an incident or problem, or to implement a workaround. In ISO/IEC 20000, resolution processes is the process group that includes incident and problem management.
Resolution Process The ISO/IEC 20000 process group that includes incident and problem management.
Ação tomada para reparar a causa raiz de um incidente ou problema, ou para implementar uma solução de contorno. Na ISO/IEC 20000, os processos de resolução são o grupo de processos que inclui o gerenciamento de incidente e de problema.
Es el primer nivel en una jerarquía de grupos de soporte que están involucrados en la resolución de incidentes. Cada nivel dispone de más habilidades especializadas, o tiene más tiempo o dispone de otros recursos. Véase también escalamiento
インシデントまた は問題の根本原因を修正するために、またはワーク アラウンドを実施するために取られる処置。 ISO/IEC 20000 では、解決プロセスは、インシデン ト管理と問題管理を含むプロセス・グループである。
ITIL - Glossary of Terms, Definitions and Acronyms
bop_sinfo -dq resocode |
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Factory resocode < usp_resolution_code > Attributes: id INTEGER UNIQUE producer_id LOCAL STRING(20) persistent_id persid STRING(30) delete_flag del SREL -> actbool.enum REQUIRED sym STRING(128) REQUIRED SKEY UNIQUE last_mod_dt DATE last_mod_by SREL -> cnt.id TENANCY_UNRESTRICTED description STRING(240) tenant SREL -> tenant.id |
pdm_extract usp_resolution_code |
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TABLE usp_resolution_code del description id last_mod_by last_mod_dt persid sym tenant |
pdm_load -v -i -f resocode.txt |
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TABLE usp_resolution_code sym description {"Added Memory","Upgraded memory on the desktop or server"} {"Alternate System","Configured application to leverage an alternate or backup system"} {"Applied Patch","Applied a patch or fix to address the incident"} {"Backed out Change","Back out a change that is suspected of causing the incident"} {"Provided Documentation","Provided information or documentation to the end user to address the incident"} {"Rebooted System","Rebooted the desktop or server"} {"Recycled Services","Recycled the affected services on the desktop or server"} {"Reinstalled Software","Reinstall the affected software application"} {"Replaced Component","Replace the affected hardware component"} {"Removed Virus","Virus removal steps were undertaken in resolving the incident"} {"Reset Password","Password was reset to address the incident"} {"Updated Configuration File","Configuration change was made and resolved the incident"} |
MS SQL Querys |
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select * from usp_resolution_code select '{"' + sym + '","'+ description + '"}' from usp_resolution_code |
bop_sinfo -dq cr |
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It's a slice of cr object related with resolution code Factory cr < Call_Req > Attributes: resolution_code SREL -> resocode.id resolution_method SREL -> resomethod.id |
Resolution Method- usp_resolution_method - resomethod - Método de resolução
Root Cause - rootcause - rc / Causa raiz - 根本原因 -
Resolution - CA Service Management - 14.1 - CA Technologies Documentation
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