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 Copyright 2006, BMC Software, Inc. All rights reserved. Activities of Incident Management No Yes Incident Management Slide 3-8 Copyright 2006, BMC Software, Inc. All rights reserved. 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 Copyright 2006, BMC Software, Inc. All rights reserved. Closure Note: An incident can only be closed if the resolution is agreed with the User/Customer Incident Management Slide 3-21 Copyright 2006, BMC Software, Inc. All rights reserved. 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