Method for handling incidents in telecommunications systems

Currently, computer networks in the corporate environment have systems and equipment essential to the business and any unplanned stop will lead to various problems and losses, compromising the result and productive performance of companies (HEEGAARD, 2009: 1215). Efforts in the literature are focused on maximizing the availability of the network and the services contained therein, as well as providing a quick re-establishment in case of failures (WU, 2012: 421) (ORLOWSKI, 2010: 277) (YOUNIS, 2009:64). In this book a method is presented for the classification, diagnosis and treatment of incidents from processes for tracking network problems, identification of environments critical to the customer's business. It contemplates the executive follow-up in crises arising from incidents in such environments and a flow proposal for a service structure that applies all these processes integrated with ETOM-ITIL best practices.