From BCMpedia. A Wiki Glossary for Business Continuity Management (BCM) and Disaster Recovery (DR).
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2. Incidents or problems resolved without a member of the support staff visiting the physical location of the problems. Note: Fixing incidents or problems remotely minimises the delay before the service is back to normal and is therefore usually cost-effective.
(Source: OGC, Information Technology Infrastructure Library (ITIL) v3)
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