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Incident &Problem Management Decoded

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ITIL Incident and Problem Management

ITIL Incident and Problem Management

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  • 1. Incident & Problem Management- Decoded
    Hima. G. S
    ITIL Consultant
  • 2. Agenda
    An Introduction to ITIL
    Incident Management- What, Why & How?
    Incident Management Process & Workflow
    KPIs & Priority Matrix
    Problem Management- What, Why & How?
    Problem Management Process & Workflow
  • 3. What is ITIL?
    Good Practices
    to Manage
    IT operations & services
  • 4. ITIL
    Is it
    Complicated?
  • 5. What Do You Gain?
    Improved IT Service
    Less impact of failure on Business
    Better User Satisfaction
    Good Quality Service
  • 6. Incident Management
  • 7. What is Incident?
    Disruption that affects the user and the business
  • 8. Why Manage Incidents?
    Minimize Negative Business impact
    Improve User Support
  • 9. Priority Matrix
  • 10. Incident Management Process
  • 11.
  • 12. Incident Management KPIs
  • 13. The Key to Success
    Reduced Service Interruptions
    Decrease in
    Number of Incidents
    Permanent Solutions
    Increase in First-time fix rate
  • 14. Make it Simple & Effective
    How?
    Choose the right tool
    Automate the processes
    Up-to-date Knowledgebase
    Integrate with other IT processes
  • 15. Tips to Choose the Right Tool
    Manage Incident Life Cycle
    Handle SLAs & Escalations
    Differentiate Incidents from SRs
    Ability to Report
    Manage KPIs
    Self-service Portal for Users
    Integrated Knowledgebase
  • 16. ITSM Tools
  • 17. Problem Management
  • 18. What is a Problem?
    • One or more incident reported for the same service failure
    Require an Expert analysis
    Find the underlying root cause
  • 19. Why ManageProblems?
    Find Root cause for a failure
    Prevent recurrence of Incidents
  • 20. How?
    Proactive Problem Management
    Trend Analysis
    Identify weakness in IT infrastructure
    Reactive Problem Management
    Problem Control
    Error Control
  • 21. Proactive Problem Management
  • 22. Reactive Problem Management
  • 23.
  • 24. Error Control
    Knowing the “Known Error”
  • 25. To Conclude:
    Diagnose the root cause of the problem
    Provide either a temporary fix or workaround to the problem
    Control the error by leaving the fix in place or permanently repairing the condition
  • 26. Thanks
    More Info
    www.servicedeskplus.com
    Email
    hima@manageengine.com
    Twitter
    https://twitter.com/hi2hima