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Reducing Department of Defense IT System Outage Resolution Times Open Access

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This research analyzes the factors within a Department of Defense organization's network-related outage resolution workflow that prolong resolution times. More specifically, how the current inefficiencies within the resolution process effect outage resolution and the management of enterprise services. Lengthy resolution times can have direct and indirect impacts on an organization. This research presents a methodology entitled the Mean Time to Resolution Reduction Workflow Model. The purpose of this model is to streamline IT network-related outage response processes and reduce resolution times. The model also enables decision makers to assess the effectiveness of IT resources, service response processes, and define standard service operating procedures.

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