9.

Incident Closure

8. Incident Resolution & Recovery

SLM - requires IM process to resolve incidents
within a specified time. IM enables SLM to define
measureable actions for incidents. In the SLM 7. Incident Investgation and Diagnosis
process you can also use the reports that IM
provide to review SLTs and SLAs objetively and
regularly. IM also neabls SLM to define actions as 6. Escalation functional or hierarchical
part of the SIP

5. Diagnosis - diagnostic scripts, knowledge

Availability Mgmt: uses data that IM provides to articles and known error information is useful
establish the availability of IT serviecs. It also uses this here
Problem Mgmt - Incidents occur because of the
data to improve the Incident Lifecycle
existing of problems in the organisation PM provides
4. Prioritisation
a platrofrm where recurrring incidents are reported
and investigated/resolved
3. Incident Categorisation
Capacity Mgmt: in case of performance
Access Mgmt problem, IM provides a trigger for
performance monitoring, capacity mgmt 2. Logging
Config mgmt - enables the functioning of IM by identifying faulty devices, also develops workarounds for IM, to
assesing the impact of an incident and identifying the affected users. A solve incidents quicker Impact: a measure of the effect of an
CMS provides the info used to identify and track incidents. it also provides 1. identification - could be incident, a problem or a change on
mapping of the category of Incident and the support group that can handle automated or via monitoring business processes
it. IM also enables config to audit the infra when resolving incidents urgency is a measure of how long it will be until
Service Operations an incident, problem or change has a
Service Design
significant impact on the business
Change Mgmt - While resolving an incident, a change may
be required. As a result a change is logged as an RFC and
passes through Cng Mgmt. However IM is able to detect Priority: is a category used to identify
and resolve incidents in cases where Changes were not the relative importance of an incident,
successful Process problem or change. Priority = Impact + urgent Timescales: measures of time that must be agreed for
Service Transition
all incident handling activities, based on overall service
Problem records level targets agreed within SLAs, OLAs and UC.
Updated IM records
Process Interfaces
Reolved Incidents & resolution Escalations: an activity at obtains additional
actions
Definitions
resources when thesee are needed to meet
SLTs or customer expectations
Feedback on incidents related Alerts: Automated warnings that a
to changes & releases Incident Mgmt target is about to be breached
Outputs Incident: an unplanned interruption to or a reductino in the
quality of IT service. OR Anything that could affect and IT
identification of CIs Service in the future
associated with Incidents Purpose
Inputs
Objectives
Value to the Business
Information about Known errors
and their workarounds Ensure standard methods and procedures are used for
effecient and prompt response, anlaysis, documentation, on Scope Reduce unplanned labour costs
going mgmt and reporting of incidents for business and IT staff
Restore normal service operation as quickly as
Comms about incidents and their
possible
symptoms, RFC and releases and events
increase visibility and communication of incidents to business Detect & resolves incidents
and IT support staff resulting in lower downtime and
Information about CIs Minimise adverse affects on business higher service availabiltiy
and their status oeprations
Enhance business perception of IT through use of a
professnl approach in quickly resolving and
allocation of resources based in
communicating incidents when they occur ensuring agreed levels of service
Operational and Service real time business priorities
quality are maintained
Level objectives
Maintain User satisfaction
with quality of IT service identify potential improvements to services bu u/s what
Any event that disrupts, or could disrupt, a constitutes an incident and aligning with the activities
service and that is communicated by users of business operational staff
through eith the service desk or an interface
between Event Mgmt and IM