1、Slide 1Incident ManagementSlide 2Goal - Primary ObjectiveTo restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintainedSlide 3Why Incident ManagementEnsure the best use of re

2、source to support the businessDevelop and maintain meaningful records relating to incidentsDevise and apply a consistent approach to all incidents reportedIncident DefinitionAn incident is an event which is not part of the standard operation of a service and which causes, or may cause an interruptio

3、n to, or a reduction in the quality of that serviceSlide 4Incident LifecycleSlide 5Impact, Urgency & PriorityIMPACT- The likely effect the incident will have on the business (e.g. numbers affected, magnitude)URGENCY- Assessment of the speed with which an incident or problem requires resolution (

4、i.e. how much delay will the resolution bear)PRIORITY- the relative sequence in which an incident or problem needs to be resolved, based on impact and urgencySlide 6Use of Support TeamsSlide 7Escalation2nd LineSupport Team3rd LineSupport TeamService DeskManagerService DeskSupport Team3rd LineManager

5、2nd LineManagerIT ServiceManagerFunctional (competence)Hierarchical (authority)Slide 8RelationshipsRelationship between incidents, Problem and Known ErrorsError in infrastructureIncidentProblemKnown ErrorRFCStructural ResolutionHandling of Major IncidentsMajor incidents occur when there is extreme i

6、mpact to the Users. Problem Management should be notified to arrange a formal meeting. The Service Desk will ensure Incident records are maintained with all actions and decisions.Slide 9Reduced business impact of Incidents by timely resolutionImproved monitoring of performance against targetsElimina

7、tion of lost Incidents and Service RequestsMore accurate CMDB informationImproved User satisfactionLess disruption to both IT support staff and UsersBenefitsSlide 10Possible ProblemsLack of Management commitmentLack of agreed Customer service levelsLack of knowledge or resources for resolving incide

8、ntsPoorly integrated processesUnsuitable software toolsUsers and IT staff bypassing the processSlide 11Exam TipsRestoring services is a PRIMARY objective of Incident ManagementALL calls should be loggedIncident - Problem - Known Error - ChangeIMSlide 12Salesmen are able to use their laptops from hot

9、els to obtain information on travel routes and travelling times. On several occasions they have found that when a certain modem had been installed, communication was unsatisfactory. A temporary solution to this fault has been identified. Which processes other than Incident Management are involved in

10、 achieving a structural solution?A Change, Configuration, Release & Problem ManagementB Only Configuration, Problem & Release ManagementC Only Change & Release ManagementD Only Change, Release & Configuration ManagementE Only Problem & Release ManagementExam QuestionsSlide 13A tr

11、end analysis of incident data that over 30% of incidents regularly recur. Which of the following activities will contribute most to cutting down the percentage of regularly recurring incidents?A A presentation to the board of directors to explain the importance of Problem ManagementB Implementation

12、of the Problem Management processC The selection of an appropriate tool to log all incident data more accuratelyD The introduction of a single Service Desk number so customers know who to contactExam QuestionsSlide 14Which of the following data is least likely to be used in the incident control process?A Incident categoryB Make/model of faulty itemC Impact codeD Cost of faulty itemExam QuestionsSlide 15If a customer complains that service levels are below those agreed in the SLA, apparently due to a n