ITIL Incident Management : 6 Incident management processes The main incident management processes are….
6 Incident management processes The main incident management processes are the following: • • • • • • • • Incident detection and recording Classification and initial support Investigation and diagnosis Resolution and recovery Incident closure Incident ownership, monitoring, tracking and communication Establish incident framework management Evaluation incident framework management Examples Incidents should be classified as they are recorded, Examples of incidents by classification are: • Application • service not available • application bug • disk-usage threshold exceeded • Hardware • system-down • automatic alert • printer not printing References  ITIL Incident Management (http:/ / www.itlibrary.org/ index.
Php?page=Incident_Management) – The ITIL Open Guide Bibliography • Bruton, Noel, How to Manage the IT Helpdesk — A Guide for User Support and Call Center Managers.
ISBN 0-7506-4901-1. Information Technology Infrastructure Library 7 Information Technology Infrastructure Library The Information Technology Infrastructure Library (ITIL) is a set of concepts and practices for Information Technology Services Management (ITSM), Information Technology (IT) development and IT operations.
ITIL gives detailed descriptions of a number of important IT practices and provides comprehensive checklists, tasks and procedures that any IT organisation can tailor to its needs.
ITIL is published in a series of books, each of which covers an IT management topic.
The names ITIL and IT Infrastructure Library are registered trademarks of the United Kingdom’s Office of Government Commerce (OGC). History Responding to growing dependence on IT, the UK Government’s Central Computer and Telecommunications Agency in the 1980s developed a set of recommendations.
It recognised that without standard practices, government agencies and private sector contracts were independently creating their own IT management practices.
The IT Infrastructure Library originated as a collection of books, each covering a specific practice within IT Service Management.
ITIL was built around a process-model based view of controlling and managing operations often credited to W.
Edwards Deming and his plan-do-check-act (PDCA) cycle. After the initial publication in 1989–1996, the number of books quickly grew within ITIL v1 to over 30 volumes.
In 2000/2001, to make ITIL more accessible (and affordable), ITIL v2 consolidated the publications into 8 logical “sets” that grouped related process-guidelines to match different aspects of IT management, applications, and services.
However, the main focus was known as the Service Management sets (Service Support and Service Delivery) which were by far the most widely used, circulated, and understood of ITIL v2 publications. • In April 2001 the CCTA was merged into the Office of Government Commerce (OGC), an office of the UK Treasury. • In 2006, the ITIL v2 glossary was published. • In May 2007, this organisation issued the version 3 of ITIL (also known as the ITIL Refresh Project) consisting of 26 processes and functions, now grouped under only 5 volumes, arranged around the concept of Service lifecycle structure. • In 2009, the OGC officially announced that ITIL v2 certification would be withdrawn and launched a major consultation as per how to proceed. Overview of the ITIL v2 library — 111 References • JetMagic collapses due to financial difficulties  • JetMagic – In Memoriam  References  http:/ / findarticles.com/ p/ articles/ mi_m0CWU/ is_2004_Jan_30/ ai_112730831  http:/ / www.al-airliners.
Be/ d-j/ jetmagic/ jetmagic.
Htm Knowledge Centered Support Knowledge-Centered Support (KCS) is a methodology and a set of practices and processes that focuses on knowledge as a key asset of the customer/technical support organization.
Development began in 1992 by the Consortium for Service Innovation; a non-profit alliance of support organizations.
Its premise is to capture, structure, and re-use technical support knowledge.
KCS seeks to: • Create content as a by-product of solving problems, which is better known as within the ITIL incident management process, as well as the problem management process.
As support analysts capture information related to an incident, they create knowledge that can be reused within the support process by other support analysts as well as customers with access to a self-service knowledge base. • Evolve content based on demand and usage.
As people interact with the knowledge based within the incident management process, they must review it before delivering the knowledge to a customer.
If they discover the need to correct or enhance the knowledge, they will fix it at that time or flag it for another person to fix if they do not have the access authority to the knowledge.
Under this model, knowledge is evolved just-in-time based on demand instead of just-in-case.
This lowers the cost of knowledge management. • Develop a knowledge base of an organization’s collective experience to-date.
New knowledge capture within the incident management process is an experience resulting from one interaction.
The knowledge has not been validated or verified beyond the initial incident.
Thus the initial knowledge is not as trusted in this state, which is referred to as Draft knowledge.
It is not until reuse occurs that trust is improved.
At some point the knowledge will be marked as trusted and either Approved for internal use or Published for self-service.
The knowledge base under the KCS methodology includes knowledge that is at different states of trust and visibility.
The collective experiences to date challenges the traditional thinking that all knowledge in a knowledge base must perfect, validated, and highly trusted. • Reward learning, collaboration, sharing and improving.
The culture of the organization must change to recognize the value of an individual based on the knowledge they share that enables the organization to be more effective and efficient.
With over 10 years in development and over $45 million dollars invested, KCS has been tried and tested by early adopters that include 3Com, Oracle, Novell Compaq (now HP), VeriSign and Research In Motion.
KCS is endorsed and evangelized by HDI, an information technology service and technical support membership association.  .
Information Technology Infrastructure Library (ITIL) is recognized as lacking a knowledge management strategy necessary to a service desk.
Knowledge Management was not a defined process in ITIL v2.
With the release of ITIL v3 in June of 2007, Knowledge Management was defined as a required process.
However, ITIL v3 does not provide sufficient detail and scope necessary to implement knowledge management.
KCS augments the ITIL framework by providing a strategy for capturing, structuring, and reusing knowledge within the service desk.
Service management requires that knowledge be leveraged within incident management and problem management.
Knowledge management also impact the request management, change management, and release management process within Knowledge Centered Support ITIL.
KCS a prescriptive methodology that defines how to integrate knowledge management within the support organization.
In 2003, HDI partnered with the Consortium for Service Innovation to promote the learnings and experiences of the Consortium’s members to the market.
Working together, they captured this information into a three day workshop: The Knowledge Management Foundations: KCS Principles.
Since that time, hundreds of companies have been learning about and implementing Knowledge Centered Support within their environments.
In 2005, the Consortium for Service Innovation introduced the KCS-Verified program for knowledge management software vendors.
There are a number of popular software applications verified to enable the KCS best practices.
Visit http:/ / www.serviceinnovation.org/ knowledge_centered_support/ to learn more about KCS Verified products.
This program defines the functional requirements that software vendors must implement to successfully enable KCS.
In 2006, the Consortium updated KCS to version 4.1 and published the Practices Guide .
They continue to evolve KCS through the experiences of their members and other companies that share their personal stories.
In 2008, HDI introduced the Knowledge-Centered Support Principles Certification that allows individuals to demonstrate their knowledge of the KCS methodology.
Over 200 companies now have KCS Certified individuals in their organizations. 112 Footnotes      http:/ / www.serviceinnovation.org http:/ / www.thinkhdi.com http:/ / www.serviceinnovation.org/ kcsverified http:/ / www.serviceinnovation.org/ included/ docs/ kcs_practicesguide.
Pdf http:/ / www.thinkhdi.com/ kcscert External links • serviceinnovation.org Consortium for Service Innovation KCS page (http://www.serviceinnovation.org/ knowledge_centered_support/) SAP Solution Manager 113
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