ICT554

REINFORCEMENT ACTIVITY 4
TOPIC 3.4 SERVICE SUPPORT PROCESS

AISYAH HAMIZAH BINTI MAHUSSIN

`2020964577
1) WHAT IS A CONFIGURATION MANAGEMENT? WHY DO WE NEED IT?

• Configuration management(CfM), one of the components

in the ITIL Service Support area, exists to identify,
maintain, and verify information on IT assets and
configurations in the enterprise.

WHY DO WE NEED IT?

• Establishing a reliable repository of accurate information
regarding IT components.
• Understanding relationships between CIs and which
components impact which services.
2) INCIDENT MANAGEMENT IS A REACTIVE PROCESS
NOT A PROACTIVE MEASURE. DO YOU AGREE WITH THIS
STATEMENT? DISCUSS.

Yes, incident management is a reactive process because it

can find the solution to restore normal services for the
customers.

In reactive process we solve matters as they arise. After

detect incident and recording, we classify incident,
investigate and resolution and recovery. It prioritize
incidents based on upon impact and urgency.
3) IN YOUR OPINION, WHY IS IT IMPORTANT TO
UNDERSTAND THE DIFFERENCE BETWEEN INCIDENT
MANAGEMENT AND PROBLEM MANAGEMENT?

• Because they are related to each other.

• For business owners and managers, understanding the

difference between an IT incident and problem can help
them effectively communicate with IT support and
establish realistic expectations regarding outcomes.
• An incident can raised a problem, specially if there is a
high possibility that the incident might happen again. But,
an incident does not become a problem. A problem may
cause an incident.

• How incident management do is what we choose for

make solution of an incident. That is called incident
management.

• We have to find the cause of incident to take the future

course of action and the process to find the root cause is
called problem management.
4) WHAT ARE THE BENEFITS OF INCIDENT MANAGEMENT
PROCESS?

• Decrease in down time of a user

• Improves quality of the IT service

• Makes an IT organization more effective.

• Provides improved user and customer satisfaction with

better utilization of support resources.

• Provides accurate information on the incidents and

eliminates “lost” incident and service request.