..when you are responsible for managing several thousand (or more) different technology components, from desktops and standard peripherals, through to notably complex server and mainframe systems. After years of working in application development, hardware configuration and assembly or diagnosis and resolution of IT faults, the notion that we are actually doing all this for those [...]
The activities of Reactive Problem Management are similar to those of Incident Management for the logging, categorization and classification for Problems. The subsequent activities are different as this is where the actual root-cause analysis is performed and the Known Error corrected. Overview of Reactive Problem Management activities: 1. Problem detection 2. Problem logging 3. Problem [...]
The incident investigation is likely to include such actions as: * Establishing exactly what has gone wrong or what is being sought by the user * Understanding the chronological order of events * Confirming the full impact of the incident, including the number and range of users affected * Identifying any events that could have [...]
For calls forwarded to the Service Desk, the staff member will use pre-defined questioning techniques to assist in the collection of useful information for the incident record. At this point the Service Desk analyst can begin to provide some initial support by referencing known errors and simple diagnostic tools. Where possible the incident will be [...]
Overview of steps 1. Incident identification 2. Incident logging 3. Incident categorization 4. Incident prioritization 5. Initial diagnosis 6. Incident escalation 7. Investigation and diagnosis 8. Resolution and recovery 9. Incident closure.
The primary goal of Availability Management is to ensure that the level of service availability delivered in all services is matched to or exceeds the current and future agreed needs of the business, in a cost-effective manner. Other objectives include providing the capabilities to: * Produce and maintain an up-to-date Availability Plan * Provide advice [...]
The primary goal of Capacity Management is to ensure that cost-justifiable IT capacity in all areas of IT exists and is matched to the current and future agreed needs of the business in a timely manner. Other objectives of Capacity Management are to: * Produce and maintain an up to date Capacity Plan * Provide [...]