ITIL 相关资料 培训 理论 考试.ppt

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1、IncidentManagement1Goal-PrimaryObjectiveTorestorenormalserviceoperationasquicklyaspossiblewithminimumdisruptiontothebusiness,thusensuringthatthebestachievablelevelsofavailabilityandservicearemaintained2WhyIncidentManagementEnsurethebestuseofresourcetosuppor

2、tthebusinessDevelopandmaintainmeaningfulrecordsrelatingtoincidentsDeviseandapplyaconsistentapproachtoallincidentsreportedIncidentDefinitionAnincidentisaneventwhichisnotpartofthestandardoperationofaserviceandwhichcauses,ormaycauseaninterruptionto,orareductio

3、ninthequalityofthatservice3IncidentLifecycle4Impact,Urgency&PriorityIMPACT-Thelikelyeffecttheincidentwillhaveonthebusiness(e.g.numbersaffected,magnitude)URGENCY-Assessmentofthespeedwithwhichanincidentorproblemrequiresresolution(i.e.howmuchdelaywilltheresolu

4、tionbear)PRIORITY-therelativesequenceinwhichanincidentorproblemneedstoberesolved,basedonimpactandurgency5UseofSupportTeams6Escalation2ndLineSupportTeam3rdLineSupportTeamServiceDeskManagerServiceDeskSupportTeam3rdLineManager2ndLineManagerITServiceManagerFunc

5、tional(competence)Hierarchical(authority)7RelationshipsRelationshipbetweenincidents,ProblemandKnownErrorsErrorininfrastructureIncidentProblemKnownErrorRFCStructuralResolutionHandlingofMajorIncidentsMajorincidentsoccurwhenthereisextremeimpacttotheUsers.Probl

6、emManagementshouldbenotifiedtoarrangeaformalmeeting.TheServiceDeskwillensureIncidentrecordsaremaintainedwithallactionsanddecisions.8ReducedbusinessimpactofIncidentsbytimelyresolutionImprovedmonitoringofperformanceagainsttargetsEliminationoflostIncidentsandS

7、erviceRequestsMoreaccurateCMDBinformationImprovedUsersatisfactionLessdisruptiontobothITsupportstaffandUsersBenefits9PossibleProblemsLackofManagementcommitmentLackofagreedCustomerservicelevelsLackofknowledgeorresourcesforresolvingincidentsPoorlyintegratedpro

8、cessesUnsuitablesoftwaretoolsUsersandITstaffbypassingtheprocess10ExamTipsRestoringservicesisaPRIMARYobjectiveofIncidentManagementALLcallsshouldbeloggedIncident-Problem-KnownError-ChangeIM11Salesmenarea