服务支持总体介绍.pptVIP

Examples of Incidents: Application – unavailable or in error Hardware – outage or constrained use Service Requests – for info or assistance Service desk plays a key role in the IM process. Recording and Monitoring progress of an Incident and retaining ownership. Service desk and IM have close links with SLM. The Known Error Database contains the Description and Solution of the problem In Plain English. See Incident Matching Process Page 21 Incident Management – Restoring service to User as quickly as possible. Problem Management – Establish underlying Cause, resolution and prevention. This may cause conflict! The Known Error Database contains the Description and Solution of the problem In Plain English. See Incident Matching Process Page 21 Incident Management – Restoring service to User as quickly as possible. Problem Management – Establish underlying Cause, resolution and prevention. This may cause conflict! The Known Error Database contains the Description and Solution of the problem In Plain English. See Incident Matching Process Page 21 Incident Management – Restoring service to User as quickly as possible. Problem Management – Establish underlying Cause, resolution and prevention. This may cause conflict! The Known Error Database contains the Description and Solution of the problem In Plain English. See Incident Matching Process Page 21 Incident Management – Restoring service to User as quickly as possible. Problem Management – Establish underlying Cause, resolution and prevention. This may cause conflict! CIs should be recorded at a level of detail, justified by the business need – typically to the level of “Independent Change” All CIs will be under Change Management control Change management will update Configuration Database See Diagram pg 25 CIs should be recorded at a level of detail, justified by the business need – typically to the level of “Independent Change” All CIs will be under Change Management control Change management will up