Trend Analysis

Analysis of data to identify time related patterns. Trend Analysis is used in Problem Managementto identify common Failuresor fragile Configuration Items, and in Capacity Managementas a Modellingtool to predict future behaviour. It is also used as a management tool for identifying deficiencies in IT Service Management Processes. Process Related JD.

Essential Day-to-Day Responsibilities: Brief overview of roles - Managing assigned problems from incidents identified within Thomson Reuters Data Centres. - Work closely with technical teams, around the world, to identify root cause and drive required action(s) to remove known errors from the infrastructure or provide suitable workarounds in order to prevent recurrence. - Provide analysis and reports on progress of error removal. - Work as part of a global team. - Provide pro-active trend analysis. - Willingness to work varied hours Incident Management Roles: Responsibilities: > Champion and drive the Incident Management and ICC processes across I&A and Enterprise and ensure that optimum customer service is obtained. > Responsible for ongoing development of the Incident Management and ICC processes > Providing regular reporting and metrics covering Incident Management and ICC performance for key stakeholders, suppliers and staff > Ensure regular customer focused communications are provided and appropriate (alerts, statements, briefings) > Subject matter expert for Incident Management and ICC > Ensure that service decisions / solutions account for and influence broader strategic direction > Take responsibility for selected key projects / activities within projects and provide senior management bandwidth within the organisation > Build and maintain effective relationships within the I&A and Enterprise business / development and broader TO organisationRequired Skills (Must have):

what is incident management and change management and prob management in ticketing tool ,can u explain briefly?

Incident Management is a process for managing incidents that can interrupt the functioning of IT services. These incidents can include events such as error in printing, hard disk failure, and network server failure. Change Management is a process that helps introduce changes in the IT services provided by a company, such as changes in business needs and introduction of new technologies. Problem Management is a process of resolving problems that can occur in IT services due to the incidents, which are not resolved by Incident Management. Problem Management is of two types,reactive and proactive. The reactive Problem Management helps resolve the problems that have occurred in an IT service. The proactive Problem Management identifies problems that are likely to occur.

what is incident management and change management and prob management in ticketing tool ,can u explain briefly?

Consider 100 users. Out of it if 10 logs a problem with different IT issue4s. that can be treated as an Incident. However, approx. 80 users logging call for same issue may give rise to 1 problem ticket. An of there are different

different places with 100 users in each place. So for that many problems may give rise to 1 change ticket, which would resolve all the problem as well as incident calls. In other scenario if many incident tickets are logged for the same issue and just a reboot of server would resolve all the issues, then a change ticket can directly be raised. please have a look at the below figure. INCIDENT----------------------->CHANGE | A | | V | PROBLEM---------------------------In the figure A refers to an arrow mark.

What does ITIL stand for? (Believe it or not very valid question) What is the purpose of having a CMDB? What type of intereaction is needed between the Change and Release manager? Just some example of very very general type questions. Unless its a dedicated position within a particular process disciplines, i'd imagine the questions to be very high level. More specific type question for example that i received during a Change Manager interview: You have a remote site which supports their own systems and does not require resources from the home office. You are pushing the implementation of a standard Change Management process across all locations and offices. When speaking to this location they believe that because their system is independent of the home office and the necessary support is handled centrally at that location, that they do not need to follow this new Change Management process as it is just overhead and will slow down their day to day work. How do you respond and begin to get their buy-in?

The Service Level Agreement

A service level agreement is a document which defines the relationship between two parties: the provider and the recipient. This is clearly an extremely important item of documentation for both parties. If used properly it should: Identify and define the customers needs Provide a framework for understanding Simplify complex issues Reduce areas of conflict Encourage dialog in the event of disputes Eliminate unrealistic expectations

Specifically it should embrace a wide range of issues. Amongst these are usually the following: Services to be delivered Performance, Tracking and Reporting Problem Management Legal Compliance and Resolution of Disputes Customer Duties and Responsibilities Security

IPR and Confidential Information Termination

Incident MANAGEMEMNAT FLOW CHART

Incident Management is a sub process in ITIL that need to be implemented in every company for better IT operation. However there are a lot of concept or design that we can used to make incident management process become more simple and integrated. Above is an example of how incident management process flow would be performed