Glossary · Network operations vocabulary
Incident
An unplanned interruption or degradation of a service; in network operations, usually surfaced as alerts and a ticket.
In REAP
REAP investigates the qualified incidents its own rules raise from REAP-collected telemetry and the incidents your monitoring raises through ServiceNow (opens in a new tab) or Jira (opens in a new tab), and writes the findings and evidence links back to the ticket. Correlation of third-party alert streams is In development.
Source ITIL 4 definition, paraphrased
Related terms
More in network operations vocabulary
- Alert noise
- Alert prioritization
- Change advisory board (CAB)
- Change management (change enablement)
- Change record
- Escalation rate
- Incident management
- Mean time to detect (MTTD)
- Mean time to resolve (MTTR)
- Multi-vendor estate
- Network automation
- P1 / P2 (high-impact incident)
- P50 / P95
- Problem management
- Redundancy compromised
- Repeat incident
- Tier-1 resolution
- Time to answer
- Tools per investigation
Bring us your last P1.
Keep the root cause to yourself; in a 30-minute session we walk through how REAP would have investigated it, evidence first. The replay on your own network happens inside the proof of value.