1、Incident Management1第1页，共16页。Goal-Primary ObjectiveTo restore normal service operation as quickly as possible with minimum disruption to the business,thus ensuring that the best achievable levels of availability and service are maintained2第2页，共16页。Why Incident ManagementEnsure the best use of resour
2、ce to support the businessDevelop and maintain meaningful records relating to incidentsDevise and apply a consistent approach to all incidents reportedIncident DefinitionAn incident is an event which is not part of the standard operation of a service and which causes,or may cause an interruption to,
3、or a reduction in the quality of that service3第3页，共16页。Incident Lifecycle4第4页，共16页。Impact,Urgency&PriorityIMPACT-The likely effect the incident will have on the business(e.g.numbers affected,magnitude)URGENCY-Assessment of the speed with which an incident or problem requires resolution(i.e.how much
4、delay will the resolution bear)PRIORITY-the relative sequence in which an incident or problem needs to be resolved,based on impact and urgency5第5页，共16页。Use of Support Teams6第6页，共16页。Escalation2nd LineSupport Team3rd LineSupport TeamService DeskManagerService DeskSupport Team3rd LineManager2nd LineMa
5、nagerIT ServiceManagerFunctional(competence)Hierarchical(authority)7第7页，共16页。RelationshipsRelationship between incidents,Problem and Known ErrorsError in infrastructureIncidentProblemKnown ErrorRFCStructural ResolutionHandling of Major IncidentsMajor incidents occur when there is extreme impact to t
6、he Users.Problem Management should be notified to arrange a formal meeting.The Service Desk will ensure Incident records are maintained with all actions and decisions.8第8页，共16页。Reduced business impact of Incidents by timely resolutionImproved monitoring of performance against targetsElimination of l
7、ost Incidents and Service RequestsMore accurate CMDB informationImproved User satisfactionLess disruption to both IT support staff and UsersBenefits9第9页，共16页。Possible ProblemsLack of Management commitmentLack of agreed Customer service levelsLack of knowledge or resources for resolving incidentsPoor
8、ly integrated processesUnsuitable software toolsUsers and IT staff bypassing the process10第10页，共16页。Exam TipsRestoring services is a PRIMARY objective of Incident ManagementALL calls should be loggedIncident-Problem-Known Error-ChangeIM11第11页，共16页。Salesmen are able to use their laptops from hotels t
9、o obtain information on travel routes and travelling times.On several occasions they have found that when a certain modem had been installed,communication was unsatisfactory.A temporary solution to this fault has been identified.Which processes other than Incident Management are involved in achievin
10、g a structural solution?A Change,Configuration,Release&Problem ManagementB Only Configuration,Problem&Release ManagementC Only Change&Release ManagementD Only Change,Release&Configuration ManagementE Only Problem&Release ManagementExam Questions12第12页，共16页。A trend analysis of incident data that over
11、 30%of incidents regularly recur.Which of the following activities will contribute most to cutting down the percentage of regularly recurring incidents?A A presentation to the board of directors to explain the importance of Problem ManagementB Implementation of the Problem Management processC The se
12、lection of an appropriate tool to log all incident data more accuratelyD The introduction of a single Service Desk number so customers know who to contactExam Questions13第13页，共16页。Which of the following data is least likely to be used in the incident control process?A Incident categoryB Make/model o
13、f faulty itemC Impact codeD Cost of faulty itemExam Questions14第14页，共16页。If a customer complains that service levels are below those agreed in the SLA,apparently due to a number of related hardware incidents,who is responsible for ensuring the cause is investigated?A The Incident ManagerB The Capacity ManagerC The Problem ManagerD The Availability ManagerExam Questions15第15页，共16页。演讲完毕，谢谢观看！第16页，共16页。
