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ITIL Knowledgebase

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ItemDescription
Help Desk A point of contact for Users to log Incidents. A Help Desk is usually more technically focussed than a Service Desk and does not provide a Single Point of Contact for all interaction.
Hierarchic Escalation Informing or involving more senior levels of management to assist in an Escalation.
High Availability An approach or Design that minimises or hides the effects of Configuration Item Failure on the Users of an IT Service.
High Availability solutions are Designed to achieve an agreed level of Availability and make use of techniques such as Fault Tolerance, Resilience and fast Recovery to reduce the number and impact of Incidents.

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