hello gents, ladies.
Some methods i have used to gather data around incidents, so looking for trends and some proactive work:
run reports from the incident logging tool
speak to resolver teams - understand their pain
Speak to the help desk and also collect their own incident reports
speak to customer service - complaints not logged
Proactive
prev resolved problems - apply solution to same CI's elswhere in the infrastructure
Risk register
bug data from manufacturers
Does anyone use other methods i have not though of?
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