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Copyright 2006, BMC Software, Inc. All rights reserved.

ITIL Foundation Concepts of


IT Service Management (ITSM)
Unit 3 Incident Management
Incident
Management
Slide 3-2
Copyright 2006, BMC Software, Inc. All rights reserved.
Unit Objectives
Define an incident
Describe the goals of Incident Management
List the activities of Incident Management
Describe the relationships Incident Management has with other ITIL
processes

Incident
Management
Slide 3-3
Copyright 2006, BMC Software, Inc. All rights reserved.
IT Service Management
Service Level
Management
Incident
Management
Service
Desk
Problem
Management
Change
Management
Capacity
Management
Availability
Management
Configuration
Management
Release
Management
Service Support
Service Delivery
Financial
Management
IT Service Continuity
Management
Incident
Management
Slide 3-4
Copyright 2006, BMC Software, Inc. All rights reserved.
ITIL Definition of an Incident
Any event which is not part of the standard operation of
a service which causes, or may cause, an interruption to,
or a reduction in, the quality of that service
Incident
Management
Slide 3-5
Copyright 2006, BMC Software, Inc. All rights reserved.
Goals of Incident Management
Restore normal service
operation as quickly as
possible
Minimize the adverse impact
on business operations
Ensure that the highest
possible levels of service
quality and availability are
maintained
Incident
Management
Slide 3-6
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Activities of Incident Management
No
Yes
Incident
Management
Slide 3-8
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Detection and Recording
Inputs
Event management system or
Service Desk (SD) records
Basic Details of incident
Alert specialist group if
necessary
Outputs
Updated details of incident
Recognition of errors in CMDB
Notification of Users when
incidents have been resolved
Incident
Management
Slide 3-10
Copyright 2006, BMC Software, Inc. All rights reserved.
Classification and Initial Support
No
Yes
Inputs
Recorded incident details
Configuration details from
CMDB
Outputs
RFC or Workarounds
Updated incident details
Incident
Management
Slide 3-12
Copyright 2006, BMC Software, Inc. All rights reserved.
Assigning Priority
Sequence in which an Incident needs to be resolved, based on:
Impact
Urgency
Also taken into account:
Complexity and scope of the Incident
Available resources

Impact + Urgency = Priority
Incident
Management
Slide 3-14
Copyright 2006, BMC Software, Inc. All rights reserved.
Escalation
Mechanism that assists in timely resolution
Can take place during any activity of Incident Management
Two types of escalation are possible:
Functional
Hierarchical
Incident
Management
Slide 3-16
Copyright 2006, BMC Software, Inc. All rights reserved.
Definition
Every Incident not related to a
failure/error in the IT
Infrastructure
Example
Request for documentation
Password resets
User information
Request for Change (RFC)
incidents have been resolved
Service Requests
Yes
Incident
Management
Slide 3-17
Copyright 2006, BMC Software, Inc. All rights reserved.
Investigation and Diagnosis
No
Yes
Inputs
Updated incident details
Configuration details from
CMDB
Outputs
Incident details, yet further
updated
Specification of the selection or
required workaround
Incident
Management
Slide 3-19
Copyright 2006, BMC Software, Inc. All rights reserved.
Resolution and Recovery
No
Yes
Definition
Updated incident details
Response from an RFC
Any workaround or solution
Updated incident details
Outputs
RFC for future incident
resolution
Resolved incidents, including
recovery details
Updated incident details
Incident
Management
Slide 3-20
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Closure
Note:
An incident can only be closed if
the resolution is agreed with the
User/Customer
Incident
Management
Slide 3-21
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Ownership, Monitoring, Tracking, and
Communication
Actions
Monitor the lifecycle of an
incident
Monitor progress toward
resolution
Monitor if SLAs are followed
Escalate if in breach with SLAs
Check for similar incidents
Give priority to High Impact
incidents
Keep affected Users informed of
progress
Incident
Management
Slide 3-23
Copyright 2006, BMC Software, Inc. All rights reserved.
1
st
2
nd
N
th
Line Support
Incident
Management
Slide 3-24
Copyright 2006, BMC Software, Inc. All rights reserved.
Service Desk Roles and Definitions
Service Desk role
All incidents are reported to and registered by Service Desk (SD)
Auto generated incidents should be handled by SD
Best Practice guideline - 85% of all calls should be resolved by SD
Service Desk calls
Request for Service, Incidents, and RFCs are handled by SD
Service Desk processes
SD follows the incident management process if an incident has been
raised

Incident
Management
Slide 3-25
Copyright 2006, BMC Software, Inc. All rights reserved.
Incidents, Known Errors, Workarounds
Incidents are the result of failures or errors in the IT
infrastructure
If the incident is not identifiable, we should open a problem
record
Note: Incident does not become a problem
When the problem management team finds a solution or a
workaround, they need to notify the incident team so a ticket
might be closed.

Incident
Management
Slide 3-27
Copyright 2006, BMC Software, Inc. All rights reserved.
IT Service Management
Service Level
Management
Incident
Management
Service
Desk
Problem
Management
Change
Management
Capacity
Management
Availability
Management
Configuration
Management
Release
Management
Service Support
Service Delivery
Financial
Management
IT Service Continuity
Management
Incident
Management
Slide 3-28
Copyright 2006, BMC Software, Inc. All rights reserved.
Wrap-Up Questions
1. What is an incident?
2. What are the goals of Incident Management?
3. A serious incident has occurred. The assigned solution team is
unable to resolve this incident within the agreed time. The Incident
Manager is called in. Which form of escalation describes the
above sequence of events?
a. Formal escalation
b. Functional escalation
c. Hierarchical escalation
d. Operational escalation
Incident
Management
Slide 3-29
Copyright 2006, BMC Software, Inc. All rights reserved.
Wrap-Up Questions (Continued)
4. The network managers have excessive workloads and have no
time to proactively manage the network. One of the contributing
factors to these large workloads is the frequency that Users
contact these managers directly.
Which ITIL process would improve this situation?
a. Change Management
b. Configuration Management
c. Incident Management
d. Problem Management
Incident
Management
Slide 3-30
Copyright 2006, BMC Software, Inc. All rights reserved.
Wrap-Up Questions (Continued)
5. A computer operator notices the full storage capacity of her/his
disk will soon be used. To which ITIL process must this situation
be reported?
a. Availability Management
b. Capacity Management
c. Change Management
d. Incident Management

Incident
Management
Slide 3-31
Copyright 2006, BMC Software, Inc. All rights reserved.
Wrap-Up Questions (Continued)
6. There is a network incident that affects 200 Users. At the same
time the managing directors printer has broken and he wants to
print a report now. Which of the following statements can be
deduced from this information?
a. The managing directors printer must be fixed
because of the higher business impact
b. Both incidents have an equally high priority
c. The network incident has a higher priority than the
managing directors printer because it affects a lot
more people
d. There is insufficient information to determine
which incident has the higher priority
Incident
Management
Slide 3-32
Copyright 2006, BMC Software, Inc. All rights reserved.
Wrap-Up Answers
1. Any event which is not part of the standard operation of a
service which causes, or may cause, an interruption to, or a
reduction in, the quality of that service.
2. Restore normal service operation as quickly as possible, while
minimizing the adverse impact on business operations and
ensuring that the highest possible levels of service quality and
availability are maintained.
3. (c) Hierarchical escalation
4. (c) Incident Management
5. (d) Incident Management
6. (d) There is insufficient information to determine which incident
has the higher priority
Incident
Management
Slide 3-33
Copyright 2006, BMC Software, Inc. All rights reserved.
Unit Summary
You are now able to accomplish the following tasks:
Describe the goals of Incident Management
List the activities of Incident Management
Describe the relationships Incident Management has with other ITIL
processes
Incident
Management
Slide 3-34
Copyright 2006, BMC Software, Inc. All rights reserved.
Questions