Incident & Problem Management
Vendor-independent coordination in complex multi-vendor environments
In modern IT and data centre infrastructures, components from various manufacturers work closely together. In the event of a fault, coordination between the support organisations quickly becomes the biggest problem. Unclear responsibilities, parallel analyses and mutual referrals between manufacturers often delay recovery considerably.
CND takes over vendor-independent incident and problem management for complex multi-vendor infrastructures. As the central point of contact, we coordinate all manufacturers and service providers, drive the solution forward and ensure that faults are resolved quickly and recurring problems are solved permanently.
We work according to the proven principles of IT service management: isolate and resolve incidents quickly, analyse problems in a structured way and eliminate them at the root.
Our services
As part of our incident and problem management services, we support among other things with:
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Vendor-independent coordination and management in the event of a fault
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A central point of contact for all manufacturers and service providers involved
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Structured root cause analysis for recurring problems
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Escalation management towards manufacturers and support organisations
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Tracking of open support cases through to complete resolution
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Documentation of incidents, causes and measures carried out
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Incident and problem management
Your benefit
A central point of contact: one point of contact coordinates all manufacturers and service providers, regardless of the complexity of your infrastructure.
Faster restoration of operations: clear responsibilities and structured processes shorten the time until an incident is resolved.
Sustainable problem solving: recurring faults are not just treated, but analysed at their root and permanently eliminated.
Transparency in operations: documented incidents, root cause analyses and measures create traceability for internal teams and external audits.
Neutral coordination: CND acts vendor-independently and consistently represents the interests of the operator towards all suppliers involved.
Typical use cases
Incident and problem management is frequently used for:
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Operation of complex multi-vendor infrastructures without an internal coordination team
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Recurring faults without a clear cause or responsibility
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Stabilisation of critical IT environments after repeated outages
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Phases of increased operational load or following infrastructure changes
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Complementing existing support contracts with neutral technical coordination
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Incident and problem management
Why CND
CND has operated and analysed heterogeneous enterprise infrastructures for years. Our specialists know the typical points of friction in cross-manufacturer collaboration and have the technical depth and the processes to keep the overview even in complex situations and drive the solution forward. That way faults are resolved in a controlled manner, recurring problems are solved permanently and your infrastructure becomes more stable.
Are you struggling with recurring incidents or unclear responsibilities?
Talk to us about incident and problem management for multi-vendor infrastructures.