The fix that did not last
A technician stops a printer fault by restarting it. The ticket is closed. An hour later it fails again.
Was the fault fixed, or only hidden? A good team knows the difference, and does not close a ticket until it is sure.
By the end of this lesson
Note
I can say who an incident goes to, and when a ticket may be closed.
Key words
| Word | What it means |
|---|---|
| Escalate | to pass an incident to someone with more power or skill |
| Workaround | a temporary way to keep working while the real fix is made |
| Permanent solution | a fix that removes the cause for good |
| ICO | Information Commissioner's Office, the UK regulator for personal data |
| Data breach | a failure that lets personal data be lost, shared or seen by the wrong people |
| Closure | the final step, when the ticket is shut |
| Personal data | any information about a living person |
| UK GDPR | the UK law on how personal data must be handled |
The cells students fill in are left blank in this preview.
Starter
Have a go
Starter
3 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.
Escalation: decide who must be told
Some incidents are too big for the person who has the ticket. Decide first: does it go higher inside the IT team, or outside it?
Outside means the right authorities. A crime is reported to the police. A data breach is reported to the ICO.
Who is told
| Event | Told | Why |
|---|---|---|
| A fault the technician cannot fix | A senior person in the IT team | More skill or access |
| A theft or a break-in | The police | It is a crime |
| Personal data lost or shared by mistake | The ICO | It is a data breach |
| Late work against its SLA | The manager | Variance is escalated |
The cells students fill in are left blank in this preview.
A time limit for the ICO
Important
Under UK GDPR, report a breach to the ICO within 72 hours of finding out. This applies when the breach is likely to put people at risk.
Check
Have a go
Check
3 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.