Separate the incident from the problem
Distinguish incident response from problem management during BPO service disruptions.
The move: do not make root cause and restoration compete for the same minute. In a live disruption, the first job is to reduce customer and business impact. That means identify, log, classify, contain, diagnose enough to restore, resolve or route around, and communicate status. This is not sloppy; it is disciplined incident management. Problem management starts when the immediate service risk is controlled. It asks a different question: what condition allowed this to happen, and what change will reduce recurrence? That may require trend data, technical logs, process maps, training review, vendor input, or client-side ownership. The best BPO…
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