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KEY EXPECTED ACHIEVEMENTS
Incident Management: Urgency identification and priority validation are done, technical and functional analysis is provided, solutions are delivered to users, potential workarounds are communicated, incident status is updated to users.
Service Request handling: Standard requests are taken into account, processing is carried out or forwarded to the relevant contributor, status updates are provided to users, and requests are continued until closure.
Monitoring Activities
Knowledge Management: Lessons learned from activities are ensured to be documented and shared.
Service Level Management: the performance management system is understood and alerts on cases of issues are set.