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CBTS – Managed Services eNOC – ITIL Alignment Highlights Oct 1 st 2011 – Go Live
2 New Ticket Segmentation Types: Repair Request Change Request Information Request ITIL – New Ticket Submission Menu
3 ITIL – Repair / Incidents – Severity Repair / Incident Severity Only Severity 1 – Critical Severity 2 – High Severity 3 – Low Severity 4 – Best Effort NOTE: Incident = Outage
4 ITIL – Change – Priority Change - Priority Only Emergency – Critical Standard – High Normal – Low
5 ITIL – Information Request Only Information Request - No Severity or Priority Please use this for all general information and billing queries
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