You can not afford delays in your production. You need to beat the time and date you have committed to deliver the company’s product or services. Due to unavoidable instances, a problem during production and you need to account for this incident.
One of the components of ITIL® Service Support is the Incident Management. It is in this process where management should be able to restore the service to normal operation following an incident. Activities involve in handling Incident management are as follows:
1. To be able to detect and record incident in detail 2. To be able to match incidents versus known problems 3. To be able to resolve incidents as soon as possible 4. To be able to prioritize incidents with respect to impact
and need 5. To be able to bring to the attention to other teams the
incident for appropriate timely resolution
Software is made available as a tool for handling incident management problems. The following are some of benefits that the software provides: 1. It allows management to gather information as to the
real time and historical data of what transpired. 2. It allows identification as to the bottlenecks in terms of
performance 3. It speeds up the restoration of the operation as causes
of incidents can be clearly identified 4. It minimizes the recurrence of incidents by informing IT
users of the impact that the incident has caused to the
The use of Incident Management tools with your organization would yield great benefit in terms of maintaining the service levels, meeting the service availability requirements, increasing the efficiency and productivity of staff and most importantly improving user’s satisfaction.
Yes, it is indeed a very challenging but at the same time rewarding to fill in the shoes of an ITIL® manager. There are a lot of things to consider, with the main goal being to coordinate and make conscious efforts in partnership with the business to deliver high quality IT service. The main procedure of realizing this goal is the operation of effective processes by making wise use of resources available and the provision of appropriate value for cost effective services. To achieve this, the correct processes need to be in place, and at the same time developed and implemented by the right people. Delegation is indeed one of the primary duties of an ITIL® manager.
Though there are a lot of challenges in store for an ITIL® manager, still there are a lot of people who are interested in making it to the ITIL® managers circle. With a minimum requirement of 5 years managerial position and a working knowledge of IT processes, the Manager Certificate Course is indeed considered the highest level of all ITIL® training courses. To pass the Manager exam with flying colors, here are some suggestions that one may consider:
(1) Treat the proctor as your client and provide logical answers as if you are in front of the client. (2) Show that you are a consistent solution provider by revisiting some of the best practices you have followed with your years of experience as a manager. (3) Make every question count. Answer each question in such a way that the proctor will have a pleasure of reading. (4) Review your answers for each question and re-read. Skip difficult ones and go over them when youre done with the easy ones.
To be able to have a successful IT Service management within your company, getting the right people on the job is very important. Hiring staff in your management positions can make or break your business. As they say, the key to people management is having the best people to manage. Locating these people are not easy to find. And as for jobseekers, finding the right company seems to be tough job as well. This includes numerous job interviews that dont meet the career path you are taking. If you are a businessman looking for staff to complete your team in IT service management you can go through this list of must haves in ITIL®. What the companies should look for: Most of the Information Technology Infrastructure Library jobs look for people responsible on a certain discipline in Service Support and Service Delivery. Here are some criteria that companies want: 1. Since most of the time the job requires dealing with people and customers in the service industry, the job in ITIL® requires having a good interpersonal and communication skill. 2. Of course it is very important to have keen knowledge of ITIL®. Management requires applicants to have certifications such as Practitioner, Foundation or Management level certifications. 3. The job also requires having staff management and leadership skills to handle staff/ team properly. 4. Knowledge in financial management and executing the service management discipline is a must to all who aims to have a career in ITIL® 5. Knowledge on the most recent technology in IT in line with the discipline is vital. Maintaining the interfaces and sustaining the effectiveness of the procedure is also crucial in this line of job. These are just some of the vital job requirements in ITIL®. And if you are a jobseeker interested in the ITIL® business, you should prepare yourself for there are a variety of opportunities for you in this industry.