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10 Cards in this Set

  • Front
  • Back
What are the benefits of incident management?
*more timely incident resolution
*improved productivity
*independent, customer-focused incident monitoring
*SLA-focused production management
*improved performance monitoring and measurement against SLA's
*better use of personnel
*useful SLA reporting
*accurately registered incidents & SR's
*more accurate CMDB
What are the 2 primary objectives of incident management?
to return to normal service levels as quickly as possible and to keep effective records of incidents
What are the 3 components of incident management?
inputs, activities, and outputs
What are the 4 typical roles in incident management?
*incident manager
*1st-line support
*2nd-line support
*3rd-line support
What are some useful incident management tools?
*automatic incident logging and alerting
*automatic escalation facilities
*flexible routing of incidents
*automatic extraction of data records from CMDB
*specialized software
*automatic call distribution (ACD)
*diagnostic tools
Why does configuration management matter to incident management?
it defines relationships between resources, services, users, and service levels
Why does problem management matter to incident management?
it provides information about known problems and solutions or workarounds
What are the 3 sources of initial costs of incident management?
*defining the process
*training personnel
*selecting and purchasing tools
What are the 2 sources of operating costs for incident management?
training expenses and licensing fees
What are 4 common problems in incident management?
*users and IT staff bypassing procedures
*incident overload & backlog
*incomplete service catalogs & SLA's
*lack of commitment