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19 Cards in this Set
- Front
- Back
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What is an incident?
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any event not part of standard operations that causes or may cause an interruption or reduction in quality of service
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What is a service request?
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any request not related to a fault in the infrastructure
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What is escalation?
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a mechanism that assists in timely incident resolution
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What are the 2 types of escalation?
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hierarchical and functional
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What is hierarchical escalation?
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passing an incident to a senior level or authority; gives forewarning
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What is functional escalation?
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passing an incident to those with specialized skills; not necessary higher or lower
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What are the 5 stages in incident handling?
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*incident detection and recording
*classification and initial support *analysis and diagnosis *resolution and recovery *incident closure |
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What are the 5 activities in incident detection and recording?
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*record incidents
*initiate procedures for service requests *recognize CMDB errors *notify customers of resolution *record symptoms, basic diagnostic data, information about related configuration items |
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What information is needed for classification and initial support?
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*service affected; possibly SLA affected
*user's perception of the failure *category and details of CI eventually found at fault *recorded incident details *configuration details from CMDB *response from incident matching with problems and known errors |
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What are the steps in classification and initial support?
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*classify incidents
*match against KE's and problems *inform problem manager of new problems *assign priority *assess related CI's *provide initial support *close incident or route to specialist group |
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How should items in the classification and initial support phase be prioritized?
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*impact- measure of effect on business activities and SLA's
*urgency- measure of effect on deadlines *priority- combination of impact and urgency |
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Why is incident matching important?
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it allows incident management to be performed quicker with less support
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What does the investigation and diagnosis include?
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*assessment of incident details
*collection and analysis of related information and resolution *workaround or route to further support |
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What activities are involved in resolution?
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*using solutions or workarounds
*raising an RFC *taking recovery actions *allowing recording of events and actions during resolution and recovery |
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What things should be checked during incident closure?
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*details of resolution
*classification is complete and accurate *resolution or action is agreeable to customer *all details of this phase are recorded |
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What 4 factors are critical to success of incident management?
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*up-to-date CMDB
*knowledgebase *effective automated system *close link with Service Level Management process |
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What are the major challenges of incident management?
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*users bypassing procedures
*overload caused by a large number of incidents *insufficient support for escalation *lack of clear agreements in SLA's *culture and discipline |
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What are the benefits of incident management?
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*reduced impact of incidents
*improved productivity *better process control *better management information *efficient use of resources *customer satisfaction |
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What are 6 key performance indicators in incident management?
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*number of incidents open, closed, or related to a problem
*time spent on incidents per impact code *user satisfaction *percentage incidents handled within the SLA *1st call resolution rate *cost per incident |
