Gartner Research

IT Service Desks Must Prepare for Incidents That Cannot Be Prevented

Published: 25 November 2013

ID: G00258525

Analyst(s): Chris Matchett

Summary

Not all incidents are preventable. This note explains how incident preparation reduces the impact of both repeated and unpreventable incidents and how to balance resource allocation between them.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Extend Problem Management With Incident Preparation
  • Use These Five Incident Preparation Techniques to Restore Service Faster and More Effectively
  • Allocate Resources for Incident Preparation and Incident Prevention

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