INCIDENT MANAGEMENT
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In the event of any unanticipated incident or disruption of service, BSG provides recovery service seeking to restore the system back to normal as quickly as possible.
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Incidents that are either automatically accounted for via an event management system, or booked when a user report is filed via the BSG contact center, are allocated to a relevant troubleshooting team depending on the type of issue involved, and degree of technical difficulty to ensure a quick response.
EVENT MANAGEMENT
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The goal is to verify any irregular conditions or events such as alarms that are detected while performing operational services, to ensure that they are classified and allocated to an adequate channel of response as required.
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Events are sorted into incidents, problems, changes, etc., depending on their context, and managed via an appropriate response and follow up measures.
| STANDARD SERVICE OFFERINGS
PROBLEM MANAGEMENT
MONITORING & CONTROL
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A system’s operational status is monitored on an ongoing basis to control against events.
ACCESS MANAGEMENT
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User's access privileges to the system are managed pursuant to predefined review and approval procedures.
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In the event of an incident or service disruption, a quick recovery process is triggered in accordance with the prescribed incident management process. However, a more fundamental response based on “problem management” process is also required, which examines the root cause of a particular incident to prevent recurrence and minimize any negative from unavoidable incidents.
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Through problem management, countermeasures are identified for circumventing the fundamental cause, and a request for system modification is generated to enforce a permanent solution to the problem.
REQUEST FULFILLMENT
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Diverse user requests and requirements are also addressed through service delivery.
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User requests may range from simple information queries to requests seeking advice on system usage or system modifications, etc. Complaints or recommendations on systems usage are also submitted, all of which are recorded and managed in a log outlining all requests and service responses.
SERVICES
OVERVIEW
