[AusNOG] AAPT metro Ethernet

[Nathan Brookfield]

Service providers actually learn from these things? That's a novel idea!!!

-----Original Message-----
From: Aaron Wigley [mailto:aaron.wigley at rea-group.com] 
Sent: Monday, 2 July 2012 4:31 PM
To: Nathan.Brookfield at serversaustralia.com.au; 'Jeffrey Sims';
ausnog at lists.ausnog.net
Subject: Re: [AusNOG] AAPT metro Ethernet

On 2/07/12 4:15 PM, "Nathan Brookfield"
<nathan.brookfield at serversaustralia.com.au> wrote:
>I¹ve always known them as an RCA = Root Cause Analysis

That is one of the activities that leads to the Incident Report.  A good
Incident Report covers both any root causes (and there is never a single
root cause), what the service provider has learned, and what they are doing
to avoid repetitions of the incident.  A great Incident Report includes an
admission of fault.

There is a good example template for a Major Incident Report linked from
http://itservicemngmt.blogspot.com.au/2011/03/itil-major-incident-all-you-h
ave-to.html.

--
Aaron Wigley