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Use the HTML below. You must be a registered user to use the IMDb rating plugin. Carlos Erick Trinidad Camacho Juan Santiago Mendoza Cortes Groom Enrique Mendoza Camila Marcos Moreno Nailea Norvind Oliver Gabriel Santoyo Edit Storyline Two parallel stories about characters trapped in illogical endless spaces: two brothers and a detective locked on an infinite staircase, and a family locked on an infinite road - for a very long time.
Taglines: The only way out is to keep going.
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Edit Details Country: Mexico. Language: Spanish. Runtime: min. Color: Color. Edit Did You Know? Trivia For the road segment, the crew had to live with many complications regarding the weather. According to the universe depicted by the screenplay, the weather and even the position or the clouds on the sky were supposed to remain intact for the whole shooting, and as the film was been shot in October, nobody was expecting rain.
However, just as the crew arrived on Pachuca, Hidalgo, to shoot the road segment, a big hurricane hit the coast of Mexico and almost all the country was affected by it. The crew was surprised to find, on the next day, that the whole sky was clouded and even with little rain. This lasted for 3 days. Luckily enough, assistant director Isaac Cherem had made the shooting plan to take the best advantage of the rigs for placing the camera inside the car, so the first 3 days in Pachuca were planed to have only interior car shots.
The windows of the van were still filled with water drops from the rain, and this is even noticeable if you look at those scenes closely, but most of the people that see the film now, never realize there's rain on the outside. For the forth day of the Pachuca shooting, when the first exterior shots were to be made, luckily enough, the hurricane left, and the sun went out again.
The Incident, Parts 1 & 2 transcript
If the hurricane had been present for one more day, perhaps Yellow Films might have been forced to cancel the rest of the shooting and, via insurance, finance the film later on. Most organizations set clear service agreements around each level of priority, so customers know how quickly to expect a response and resolution.
I highly recommend that practice. Think of this as the triage function that a hospital performs on new patients. The service desk employee is formulating a quick hypothesis around what is likely wrong, so they can either set about fixing it or follow the appropriate procedures and compile the right resources to get it resolved.
Knowledge bases and diagnostic manuals are helpful tools at this step, too. If the first-level service desk agent is able to resolve the incident based on his or her own initial diagnoses and available knowledge and tools, the incident is resolved. Your front-line support team should be able to resolve a large number of the most frequent incidents without escalating.
In reality, it happens throughout the incident lifecycle. Your front line support person is already investigating, to an extent, when he or she collects information, and may even successfully diagnose and even resolve the incident without any escalation required. Otherwise, investigation and diagnosis will happen at every step of the way as you escalate to level 2 and 3 support, or bring outside resources or other department members in to consult and assist with the resolution.
Eventually—and, ideally, within your established service level agreements SLAs —you will arrive at a diagnosis and perform the necessary steps to resolve the incident. Recovery simply implies the amount of time it may take for operations to be fully restored, since some fixes like bug patches, etc. The incident is then passed back to the service desk if it was escalated to be closed. To maintain quality and ensure a smooth process, only service desk employees are allowed to close incidents, and the incident owner should check with the person who reported the incident to confirm that the resolution is satisfactory and the incident can, in fact, be closed.
The process may seem unnecessarily formal, particularly if you only have a few service desk analysts. Regardless of your team structure, though, the incident lifecycle is still the same. My point? Look for easy ways to adapt your organizational hierarchy and process workflows to fit with an easy IT service management framework like I outlined above.
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By doing so, you will deliver far better customer service, and deliver much more value back to the business. Plus, your hair will stop burning much faster bonus points! And finally, a few reminders: Log every incident. Give it a unique number. And capture important details like date, time, and description in a central help desk system like Jira Service Desk. Assign every incident a category and subcategory, as needed.
The Incident | Netflix
Give every incident a priority level, and every priority level an SLA. Whenever possible, enable your front line support team with knowledge base articles and incident diagnostic scripts to help them resolve incidents quickly. Make sure the service desk always retains control of incident progress, routing, and status. Analyze it! Look for trends, patterns, and potential underlying problems that can reduce incident volume and mitigate risk.
Coming up in part two , I'll walk through some expert tips for even better incident handling. See you on the next page! My team and I make sure Atlassian's cloud applications and infrastructure are performing top notch, and I'm keen to share how we do it while scaling fast. I'm a Kiwi, but despite that linguistic handicap, I can still pronounce Fish and Chips. Outside of work, I'm either cycling, gaming, or hanging out with my wife and lovely little girl. IT Unplugged.
Anyway, let's get down to it. Identify an incident and log it An incident can come from anywhere. Categorize These next two steps—categorize and prioritize—are both critical and commonly overlooked. Prioritize Second, every incident must be prioritized. Initial diagnosis Think of this as the triage function that a hospital performs on new patients.