7. Resolution process
In this family of processes, the international standard requires the service provider to master the two processes described below.
7.1 Incident management
The customer expects the service provider to deliver the goods ordered in accordance with the customer's request and without interruption. However, many situations may arise during the course of the service. These are referred to as incidents. All situations identified as abnormal by the customer/user must be reported to the service center for registration and consideration.)
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Resolution process
Control process
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