Service Support Incident 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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ITIL terminology defines an incident as:
Any incident, or an event, which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service.

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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Data about an incident Reporter of the incident Name, user ID Phone number Department Department number Affected person Affected system Inventory number, CI ID Class/ type/ model Symptom description Category Free text description Incident ID Date, time Status Effect, severity, priority Service Level

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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Incident Management The main processes in incident management are: Incident detection and recording Classification and initial support Investigation and diagnosis Resolution and recovery Incident closure Incident ownership, monitoring, tracking and communication
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Industrial Experience of Incident management (how IBM do)
Incident Mgt is always integrated with Service Desk.

BMC Remedy IBM Tivoli (Maximo)

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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Event Console & Service Desk Integration - Demo Scenario

BMC Remedy Service Desk 3. Trouble ticket automatically opened 5. Manually synchronized change process 7. Analyst closes ticket

4. Incident analysis

G ateway

CCMDB
Change History

TEP
Validate Incident

Tivoli Provisioning Manager

Netcool/OMNIbus

2. ITM detects the event

ITM

TADDM
Display Application topology

6. Executes workflows to add storage space to filesystem

1. Filesystem low-on-space occurs Composite Application

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

IBM Tivoli Directory Integrator

Tivoli Integrated Tivoli Integrated Demo Demo Environment Environment

IBM Tivoli Provisioning Manager

IBM TADDM Domain Manager IBM TADDM

Configuration Management Database

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Service Support Incident Management

Event Console & Service Desk Integration Demo Demo Script

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Service Support -- Problem Management

Problem Management
Problem Management investigates the underlying cause of incidents, and aims to prevent incidents of a similar nature from recurring. By removing errors, which often requires a structural change to the IT infrastructure in an organization, the number of incidents can be reduced over time.

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
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Service Support -- Problem Management

Compare: Incident vs. Problem Management The main difference between Incident Management and Problem Management, is that the former deals with fighting symptoms to incidents, while the latter seeks to remove the causes of incidents permanently from the IT infrastructure.
In Incident Management, interaction with customers is usually reactive, with the main objective being to find a workaround solution to restore normal services for the customer as soon as possible. In Problem Management, IT support staff are more proactive as they dedicate resources to establishing the underlying causes of incidents. There is usually little or no interaction with the customers, as this is left to the responsibility of the Service Desk.

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The role of Problem Mgt. in ITIL framework

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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Problem Control: Identifying Problems
Reactive or Proactive- Concerned with identifying the real underlying causes of incidents in order to prevent future occurrences. Three phases: Problem identification & recording Problem classification Problem investigation & diagnosis

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Problem Control: Getting at the Root Cause
Three types of Causes Presumptive cause (s): a cause that may be apparent at the beginning of the investigation or that emerges in the data collection process. Needs validation. Contributing cause (s): a cause that alone would not have caused the problem but is important enough to be recognized as needing corrective action. Root Cause: the most basic reason for a problem, which, if corrected will prevent recurrence of that problem. Techniques Ishikawa diagrams (Fishbone) 5 Whys Kepner and Tregoe

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The Complete Picture

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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