ITIL 相关资料 培训 理论 考试.pptVIP

Incident Management * 第一页，共十六页。 Goal - Primary Objective To restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintained * 第二页，共十六页。 Why Incident Management Ensure the best use of resource to support the business Develop and maintain meaningful records relating to incidents Devise and apply a consistent approach to all incidents reported Incident Definition An incident is an event which is not part of the standard operation of a service and which causes, or may cause an interruption to, or a reduction in the quality of that service * 第三页，共十六页。 Incident Lifecycle * 第四页，共十六页。 Impact, Urgency Priority IMPACT - The likely effect the incident will have on the business (e.g. numbers affected, magnitude) URGENCY - Assessment of the speed with which an incident or problem requires resolution (i.e. how much delay will the resolution bear) PRIORITY - the relative sequence in which an incident or problem needs to be resolved, based on impact and urgency * 第五页，共十六页。 Use of Support Teams * 第六页，共十六页。 Escalation 2nd Line Support Team 3rd Line Support Team Service Desk Manager Service Desk Support Team 3rd Line Manager 2nd Line Manager IT Service Manager Functional (competence) Hierarchical (authority) * 第七页，共十六页。 Relationships Relationship between incidents, Problem and Known Errors Error in infrastructure Incident Problem Known Error RFC Structural Resolution Handling of Major Incidents Major incidents occur when there is extreme impact to the Users. Problem Management should be notified to arrange a formal meeting. The Service Desk will ensure Incident records are maintained with all actions and decisions. * 第八页，共十六页。 Reduced business impact of Incidents by timely resolution Improved monitoring of performance against targets Elimination of lost Incidents and Service Requests More accurate CMDB information Improved User satisfaction Less disruption to