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7 Incident Problem Management
7 Incident Problem Management
Incident Management
Incident Management is to restore a normal service operation as quickly as possible, and to minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
'Normal service operation' is defined here as service operation within Service Level Agreement (SLA). It is one process area within the broader ITIL environment.
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In a word, the stated ITIL objective is to restore normal operations as quickly as possible with the least possible impact on either the business or the user, at a cost-effective price.
Source: ITIL Incident Management - The ITIL Open Guide
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Problem editor Transfer to Performed actions Solution Date, time Category History
Source: IBM ITIL foundation Student Notebook, IBM Certified Course Material
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2007 IBM
Source: BMC Remedy Service Management http://www.bmc.com/products/products_services_detail/0,,0_0_0_801,00.html Incident management from IBM http://www-03.ibm.com/industries/chemicalspetroleum/doc/content/solution/983712220.html
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2007 IBM
4. Incident analysis
G ateway
CCMDB
Change History
TEP
Validate Incident
Netcool/OMNIbus
ITM
TADDM
Display Application topology
Source:
tss@de.ibm.com,
Tivoli Demo Library, http://depot.tivlab.raleigh .ibm.com/
2007 IBM
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Major Components
BMC Remedy Service Desk IBM Tivoli Netcool OMNIbus IBM Tivoli Monitorning
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2007 IBM
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2007 IBM
To sum up
A problem is the unknown, underlying cause of one or more incidents. A known error is when the root cause of a problem is known and a temporary workaround or alternative has been identified.
Error in Infrastructure
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Incidents
Problems
Known Error
RFC
Solutions
2007 IBM
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The basis for the ITIL approach to service management is interrelated activities. When working toward ITIL best practices the organization becomes more customer oriented.
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Source: IBM ITIL foundation Student Notebook, IBM Certified Course Material
IT Service Management
Questions Answer Communication
Tea Break
Foundations in IT service Management Copyright Hongxun JIANG 2008. All rights reserved