Abstract :
An unplanned outage is the unexpected failure of a computer or network hardware system or software application in a business. The combination of hardware, software, network components, and people required to operate a corporate computer or network production environment increases both the environment´s complexity and the probability that unplanned outages will occur. Unplanned outages commonly fall into one or a combination of seven categories: acts of nature, hardware, human error by someone inside a company, human error by someone outside a company, software, system overload, and vandalism. This study aims to develop and validate a research tool to give insight into the approaches that incident managers use to restore service. Such a tool is absent in the literature despite its value, given companies´ increasing dependence on their IT and network systems.
Keywords :
DP management; business continuity; planning; corporate computer environment; corporate network production environment; incident management; service restoration; unexpected computer failure; unexpected network hardware system failure; unexpected software application failure; unplanned IT outage; Companies; Computer aided manufacturing; Costing; Costs; Customer satisfaction; Economic forecasting; Financial management; Job shop scheduling; Processor scheduling; Technology management; IT; ITPro; unplanned outage;
