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10 Cards in this Set
- Front
- Back
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What are the 8 basic question to consider before trouble shooting
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Is it really a problem or can it be a confusion?
Did it ever run correctly before? When did the problem appear the first time? How did the problem become visible? Is more than one user affected? Can the problem be re-created? What has been changed recently? Is the foundation (OS, TCP/IP, Network) healthy? |
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What does PDP stand for
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Problem determination process
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Service Desk (SD)
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The Single Point of Contact between the Service Provider and the Users. A typical Service Desk manages Incidents and Service Requests, and also handles communication with the Users.
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Incident
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An unplanned interruption to an IT Service or a reduction in the Quality of an IT Service Failure of a Configuration Item that has not yet impacted Service is also an Incident Simply put in common verbal communications users would express “having a problem” and the Service Desk views these as regular Incidents
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Problem
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A cause of one or more Incidents The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for further investigation.
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Incident Record (also known as worklog or workInfo)
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A Record containing the details of an Incident. Each Incident record documents the Lifecycle of a single Incident The documenting of all information gathered and steps done
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Knowledge Base
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A logical database containing the data used by the Service Knowledge Management System
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Process
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A structured set of Activities designed to accomplish a specific Objective A Process takes one or more defined inputs and turns them into defined outputs A Process may include any of the Roles, responsibilities, tools and management Controls required to reliably deliver the outputs. A Process may define Policies, Standards, Guidelines, Activities, and Work Instructions if they are needed.
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Procedure
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A Document containing steps that specify how to achieve an Activity. Procedures are defined as part of Processes. Often called the “step by step” part of a process
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Workaround
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Workaround Reducing or eliminating the Impact of an Incident or Problem for which a full Resolution is not yet available. For example by restarting a failed Configuration Item Workarounds for Problems are documented in Known Error Records. Workarounds for Incidents that do not have associated Problem Records are documented in the Incident Record Also known as: temporary solution, alternative or bypass.
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