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1、Incident Management1Goal - Primary ObjectiveTo 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 maintained2Why Incident ManagementEnsure the best use of resource to support t

2、he businessDevelop and maintain meaningful records relating to incidentsDevise and apply a consistent approach to all incidents reportedIncident DefinitionAn 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 reductio

3、n in the quality of that service3Incident Lifecycle4Impact, Urgency & PriorityIMPACT- 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 resolu

4、tion bear)PRIORITY- the relative sequence in which an incident or problem needs to be resolved, based on impact and urgency5Use of Support Teams6Escalation2nd LineSupport Team3rd LineSupport TeamService DeskManagerService DeskSupport Team3rd LineManager2nd LineManagerIT ServiceManagerFunctional (com

5、petence)Hierarchical (authority)7RelationshipsRelationship between incidents, Problem and Known ErrorsError in infrastructureIncidentProblemKnown ErrorRFCStructural ResolutionHandling of Major IncidentsMajor incidents occur when there is extreme impact to the Users. Problem Management should be noti

6、fied to arrange a formal meeting. The Service Desk will ensure Incident records are maintained with all actions and decisions.8Reduced business impact of Incidents by timely resolutionImproved monitoring of performance against targetsElimination of lost Incidents and Service RequestsMore accurate CM

7、DB informationImproved User satisfactionLess disruption to both IT support staff and UsersBenefits9Possible ProblemsLack of Management commitmentLack of agreed Customer service levelsLack of knowledge or resources for resolving incidentsPoorly integrated processesUnsuitable software toolsUsers and I

8、T staff bypassing the process10Exam TipsRestoring services is a PRIMARY objective of Incident ManagementALL calls should be loggedIncident - Problem - Known Error - ChangeIM11Salesmen are able to use their laptops from hotels to obtain information on travel routes and travelling times. On several oc

9、casions they have found that when a certain modem had been installed, communication was unsatisfactory. A temporary solution to this fault has been identified. Which processes other than Incident Management are involved in achieving a structural solution?AChange, Configuration, Release & Problem Man

10、agementBOnly Configuration, Problem & Release ManagementCOnly Change & Release ManagementDOnly Change, Release & Configuration ManagementEOnly Problem & Release ManagementExam Questions12A trend analysis of incident data that over 30% of incidents regularly recur. Which of the following activities w

11、ill contribute most to cutting down the percentage of regularly recurring incidents?AA presentation to the board of directors to explain the importance of Problem ManagementBImplementation of the Problem Management processCThe selection of an appropriate tool to log all incident data more accurately

12、DThe introduction of a single Service Desk number so customers know who to contactExam Questions13Which of the following data is least likely to be used in the incident control process?AIncident categoryBMake/model of faulty itemCImpact codeDCost of faulty itemExam Questions14If a customer complains that service levels are below those agreed in the SLA, apparently due to a number