Proactive Problem Management

The two main activities of Proactive Problem Management are: Trend Analysis * Review reports from other processes (e.g. trends in incidents, availability levels, relationships with changes and releases) * Identify recurring Problems or training opportunities for IT staff, customers and end users. Targeting Preventative Action * Perform a cost-benefit analysis of all costs associated with[…]

Incident logging

All incidents, regardless of source, must be recorded with a unique reference number and be date/time stamped. While this can be easily managed for automated mechanisms, positive behaviors need to be developed for IT staff and end users to ensure the consistent recording of identified incidents. It may also be necessary to record more than[…]

Incident identification

The implementation of Incident Management should consider the range of sources where incidents can be identified. These typically include: * Customers and end users * External customers (of the business) * IT staff members * Automated mechanisms, including those governed by Event Management * External suppliers.

Service Desk Skills

Due to the role played by the Service Desk, staff members need to have (or have the ability to develop): * Communication Skills * Technical Skills * Business Understanding. The most important of these three is communication skills, as the primary role of the Service Desk is to provide a Single Point of Contact between[…]

The Activities of Change Management

Where can RFCs be initiated? Anywhere (Other ITIL® processes, customers, end-users etc.) Who does the actual build/test/implement? * Technical areas * Project Teams * Release and Deployment Management. Important Steps: 1. The RFC is logged 2. An initial review is performed (to filter RFCs) 3. The RFCs are assessed – may require involvement of CAB[…]