Третий уровень отвечает за решение всех инцидентов, которые к ним поступают. Если для первого уровня поддержки ожидается, что он решает 80% инцидентов, то от второго уровня поддержки ожидается, что он решает 75% инцидентов, переданных ему первым уровнем, то есть 15% от числа зарегистрированных инцидентов. Второй уровень поддержки изучает, диагностирует и решает большинство инцидентов, которые не были решены на первом уровне. Известная ошибка— есть инцидент или проблема, для которой выявлена причина и разработано решение по ее обходу или устранению. Впрочем, дальнейший...
Month: April 2023
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