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incident trending

Posted: Tue Nov 24, 2015 2:55 pm
by elbow
hello gents, ladies.

Some methods i have used to gather data around incidents, so looking for trends and some proactive work:

run reports from the incident logging tool
speak to resolver teams - understand their pain
Speak to the help desk and also collect their own incident reports
speak to customer service - complaints not logged

prev resolved problems - apply solution to same CI's elswhere in the infrastructure
Risk register
bug data from manufacturers

Does anyone use other methods i have not though of?