One of the most important (yet overlooked) facets of ITIL is its glossary While there’s certainly no question that the ITIL is a treasure trove of information for IT professionals, digesting the content of it might require some additional assistance in the form of a glossary. The ITIL glossary is free to download and is [...]
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Incident Management can be utilized to manage any event which disrupts, or has the potential to disrupt an IT service and associated business processes. Careful distinction needs to be made between the role of Event Management and Incident Management, as only events that indicate exception to normal service operation and are determined by the Event [...]
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An agreed prioritization matrix should be used to determine the appropriate timescales and effort applied for response and resolution to identified incidents. The general formula by which to calculate incident priority is: IMPACT + URGENCY = PRIORITY * Impact: Degree to which the user/business is affected by the incident(s) * Urgency: Degree to which the [...]
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Question 1 What is the best definition of an Incident Model? a) Predicting the impact of incidents on the network b) A type of Incident that is used as a best practice model c) A set of pre-defined steps to be followed when dealing with a known type of Incident d) An Incident that requires [...]
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Problem Management Process Kit store.theartofservice.com/problem-management-process-kit.html Problem Management is often considered to be one of the best processes that can provide quick returns. Problem Manager * Drive effectiveness and efficiency of process * Manage the Problem Management team * Liaise with customers, IT executive, IT platform managers. Skills: Business knowledge, lateral thinker, coordination skills. Problem Management Team [...]
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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 [...]
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The activities of Problem Management are carried out within the Proactive and Reactive Problem Management. The main goal of Proactive Problem Management is to identify errors that might otherwise be missed. Proactive Problem Management analyzes Incident Records, and uses data collected by other IT Service Management processes and external sources to identify trends or significant [...]
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* Are all calls registered? Are they assigned a unique number? * Which priority codes do we use and how is the priority determined? * Organization of the 1st line support group (Service Desk) * Organization of the 2nd line, which may be from disparate support groups * What percentage of “closed on first call” [...]
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Service Desk Process Kit The Art of Service store.theartofservice.com/service-desk-process-kit-isbn-tk00225.html The well-crafted Service Desk Management Process Kit provides a wide variety of resources to boost your understanding and ability to implement Service Desk … Incident Manager: * Drive effectiveness and efficiency of process * Manage incident management team * Ensure SLA targets for Incident resolution are met. Skills: Analytical, technical, [...]
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Depending on the nature of the incident (level of impact, users affected etc.), the Service Desk may be required to call the affected users and confirm that the users are satisfied that the resolution was successful and that the incident can be closed. For other incidents, closure mechanisms may be automated and communicated via email. [...]
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When a potential resolution has been identified, it should be applied and tested in a controlled manner. The specific requirements for performing this will vary depending on the elements required for resolution, but could involve: * Guiding the user to perform specific actions on their own equipment * Specialist support groups performing specific actions on [...]
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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 [...]
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If the Service Desk analyst requires assistance from other groups due to an inability to resolve the incident or because of specialized circumstances (e.g. VIP user), escalation will be utilized to transfer the incident to the appropriate party or group. Rules for escalation should be defined when implementing Incident Management and agreed upon by all [...]
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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 [...]
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During the initial logging of the incident, a category is assigned so that the exact type of incident is recorded. This information is important to allow effective escalation, trend analysis of incidents and future infrastructure improvements. Multi-level categorization is typically used for Incident Management, where the service management tool is populated with up to three [...]
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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 [...]
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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.
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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.
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The Service Monitoring and Control Toolkit store.theartofservice.com/the-service-monitoring-and-control-toolkit.html The Service Monitoring and Control Toolkit is designed to observe the health of … Incident Management—the goal ofIncident Management is to restore normal … Incident Models provide a pre-defined set of steps and procedures that should be used to manage previously seen and documented incidents. They are used to help provide efficient resolution to the [...]
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The goal of Incident Management is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Normal service operation is defined as operating within the agreed Service Level Agreement (SLA) limits. What is the [...]
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