These procedures are proactive and reactive. At times through monitoring and other alerts, the N.O.C. is aware of a failure or imminent failure well before the user is affected. It is the intent to first avoid a potential failure, and secondly to prepare for it. The problem is recognized. Immediately all pertinent information is noted such as time, messages, and statistics if available.
Apriori incident is opened.
Notifications are dispatched to the Helpdesk and affected users. N.O.C. attempts to isolate the component or nature of the problem. All significant information being recorded. N.O.C. attempts recovery utilizing Apriori or the Knowledge Base. When determined that a timely resolution is not possible, the problems are then escalated to the appropriate on-call engineer or analyst with time noted.