We have a Service desk in place. We’ll have to manage incidents now..
Incident - Failure of a business service or degradation of a service for one or more users. Eg: I am not able to print
A service request - A standard request for some kind of service. Eg. Install software on my machine, move from one place to another, reset password etc. A Service Request is not an Incident.
This scenario happens in almost all IT concerns….
So, the Goal of Incident Management is - To restore normal service as quickly as possible - To Minimize the impact on business - To Ensure that nothing is lost - To Direct support resources where most required - To Provide info to support decision making (Optimize the support process, reduce the number of incidents etc.)
The various steps in Incident Management are clearly depicted..
An incident has to be,
Classified based on the service which it affects and assigned to the appropriate group
Prioritized based on the business impact, criticality and urgency
Matched for previous records
Escalated when needed
My Service Desk has now solved my incident. Now I’ve had scenarios when the same incident has bugged me repeatedly.. This is where Problem Management comes in.. Even before we go on I’d like to give clearer definitions for a few terms…
Problem: The unknown or underlying root cause for one or more incidents. Known Error: An incident or problem whose root cause is known and a workaround or permanent solution has been identified. Solution: Permanent Fix to a problem Workaround: A way to resolve a particular incident, but it does not address the root cause The goal of Problem Management – to minimize adverse effect of an incident on the business and to prevent their recurrence. And How is this achieved?? Get to the root cause of the incident and initiate actions to improve or correct the same.
The process flow is.. Inputs: Incident Details CMDB Any Defined Workaround Activities: Problem Control - identify root-cause of a problem Error Control - eliminate errors by implementing a change 1)Identification & Recording 1)Identification & registration 2) Categorization & Prioritization 2)Assessment & resolution 3)Investigation & Diagnosis 3)Error & problem Closure Output: Known Errors Request for change
Change approval process
- Change types
Standard - Pre approved
Minor - Change Manager
Significant - Change Manager with CAB
Major - Change Manager with Management
- Urgent Changes - Emergency Committee
The Last Discipline of ITIL is Release Management – The process of Planning and managing the rollout of approved changes
So, with this we come to the end of this presentation on the Basics of ITIL. For more details do get mail us at [email_address]