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 resomethod |
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Factory resomethod < usp_resolution_method > 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_method |
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TABLE usp_resolution_method del description id last_mod_by last_mod_dt persid sym tenant |
| pdm_load -v -i -f resomethod.txt |
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TABLE usp_resolution_method sym description {"Chat Session","Provided assistance that resolved the incident using the on-line Chat facility"} {"Electronic Software Delivery","Solved the incident by using an electronic software delivery to deliver the solution"} {"On Site Visit","Site visit was required to solve the incident"} {"Remote Control Tool","Solved the incident using a remote control"} {"Verbal Instruction","Provided a solution to the incident over the phone "} {"No Action required","The incident was resolved without any assistance"} |
| MS SQL Querys |
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- select * from usp_resolution_method
- select sym, description from usp_resolution_method
- select '{"' + sym + '","' + description + '"}' from usp_resolution_method
- select cr.resolution_method, resomethod.sym
from call_req as cr inner join usp_resolution_method as resomethod on cr.resolution_method = resomethod.id - select cr.resolution_method, resomethod.sym
from call_req as cr left join usp_resolution_method as resomethod on cr.resolution_method = resomethod.id |
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| 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 Code - usp_resolution_code - resocode - Código de resolução - Resolución - 解決
Root Cause - rootcause - rc / Causa raiz - 根本原因 -
Resolution - CA Service Management - 14.1 - CA Technologies Documentation
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