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10 Cards in this Set
- Front
- Back
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What are the benefits of incident management?
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*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 |
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What are the 2 primary objectives of incident management?
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to return to normal service levels as quickly as possible and to keep effective records of incidents
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What are the 3 components of incident management?
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inputs, activities, and outputs
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What are the 4 typical roles in incident management?
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*incident manager
*1st-line support *2nd-line support *3rd-line support |
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What are some useful incident management tools?
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*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 |
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Why does configuration management matter to incident management?
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it defines relationships between resources, services, users, and service levels
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Why does problem management matter to incident management?
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it provides information about known problems and solutions or workarounds
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What are the 3 sources of initial costs of incident management?
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*defining the process
*training personnel *selecting and purchasing tools |
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What are the 2 sources of operating costs for incident management?
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training expenses and licensing fees
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What are 4 common problems in incident management?
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*users and IT staff bypassing procedures
*incident overload & backlog *incomplete service catalogs & SLA's *lack of commitment |
