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Slide1IncidentManagementSlide2Goal-PrimaryObjective•Torestorenormalserviceoperationasquicklyaspossiblewithminimumdisruptiontothebusiness,thusensuringthatthebestachievablelevelsofavailabilityandservicearemaintainedSlide3WhyIncidentManagement•Ensurethebestuseofresourcetosupportthebusiness•Developandmaintainmeaningfulrecordsrelatingtoincidents•DeviseandapplyaconsistentapproachtoallincidentsreportedIncidentDefinitionAnincidentisaneventwhichisnotpartofthestandardoperationofaserviceandwhichcauses,ormaycauseaninterruptionto,orareductioninthequalityofthatserviceSlide4IncidentLifecycleSlide5Impact,Urgency&Priority•IMPACT-Thelikelyeffecttheincidentwillhaveonthebusiness(e.g.numbersaffected,magnitude)•URGENCY-Assessmentofthespeedwithwhichanincidentorproblemrequiresresolution(i.e.howmuchdelaywilltheresolutionbear)•PRIORITY-therelativesequenceinwhichanincidentorproblemneedstoberesolved,basedonimpactandurgencySlide6UseofSupportTeamsSlide7Escalation2ndLineSupportTeam3rdLineSupportTeamServiceDeskManagerServiceDeskSupportTeam3rdLineManager2ndLineManagerITServiceManagerFunctional(competence)Hierarchical(authority)Slide8RelationshipsRelationshipbetweenincidents,ProblemandKnownErrorsErrorininfrastructureIncidentProblemKnownErrorRFCStructuralResolutionHandlingofMajorIncidentsMajorincidentsoccurwhenthereisextremeimpacttotheUsers.ProblemManagementshouldbenotifiedtoarrangeaformalmeeting.TheServiceDeskwillensureIncidentrecordsaremaintainedwithallactionsanddecisions.Slide9•ReducedbusinessimpactofIncidentsbytimelyresolution•Improvedmonitoringofperformanceagainsttargets•EliminationoflostIncidentsandServiceRequests•MoreaccurateCMDBinformation•ImprovedUsersatisfaction•LessdisruptiontobothITsupportstaffandUsersBenefitsSlide10PossibleProblems•LackofManagementcommitment•LackofagreedCustomerservicelevels•Lackofknowledgeorresourcesforresolvingincidents•Poorlyintegratedprocesses•Unsuitablesoftwaretools•UsersandITstaffbypassingtheprocessSlide11ExamTips•RestoringservicesisaPRIMARYobjectiveofIncidentManagement•ALLcallsshouldbelogged•Incident-Problem-KnownError-ChangeIMSlide12•Salesmenareabletousetheirlaptopsfromhotelstoobtaininformationontravelroutesandtravellingtimes.Onseveraloccasionstheyhavefoundthatwhenacertainmodemhadbeeninstalled,communicationwasunsatisfactory.Atemporarysolutiontothisfaulthasbeenidentified.WhichprocessesotherthanIncidentManagementareinvolvedinachievingastructuralsolution?AChange,Configuration,Release&ProblemManagementBOnlyConfiguration,Problem&ReleaseManagementCOnlyChange&ReleaseManagementDOnlyChange,Release&ConfigurationManagementEOnlyProblem&ReleaseManagementExamQuestionsSlide13•Atrendanalysisofincidentdatathatover30%ofincidentsregularlyrecur.Whichofthefollowingactivitieswillcontributemosttocuttingdownthepercentageofregularlyrecurringincidents?AApresentationtotheboardofdirectorstoexplaintheimportanceofProblemManagementBImplementationoftheProblemManagementprocessCTheselectionofanappropriatetooltologallincidentdatamoreaccuratelyDTheintroductionofasingleServiceDesknumbersocustomersknowwhotocontactExamQuestionsSlide14•Whichofthefollowingdataisleastlikelytobeusedintheincidentcontrolprocess?AIncidentcategoryBMake/modeloffaultyitemCImpactcodeDCostoffaultyitemExamQuestionsSlide15•IfacustomercomplainsthatservicelevelsarebelowthoseagreedintheSLA,apparentlyduetoanumberofrelatedhardwareincidents,whoisresponsibleforensuringthecauseisinvestigated?ATheIncidentManagerBTheCapacityManagerCTheProblemManagerDTheAvailabilityManagerExamQuestions