Incident &Problem Management Decoded

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ITIL Incident and Problem Management

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Incident &Problem Management Decoded

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

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