Aula06 - ITIL v2 - Service Support (Incidente).PPT

Aula06 - ITIL v2 - Service Support (Incidente).PPT - ITIL...

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ITIL ® is a Registered Trademark of the Office of Government Commerce (OGC) ITIL ® Foundations Introduction to the IT Infrastructure Library [email protected]
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ITIL ® is a Registered Trademark of the Office of Government Commerce (OGC) ITIL ® Foundations Introduction to the IT Infrastructure Library Service Support Incident Management
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ITIL ® Foundations - Introduction to the IT Infrastructure Library Unit 04: Incident Management Contents Goals and Objectives Key Terms Activities Inputs and Outputs Benefits and Challenges Key Performance Indicators (KPIs) Summary
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ITIL ® Foundations - Introduction to the IT Infrastructure Library Service Desk (Function) Service Support: The Operational Processes Configuration Management CMDB -CI records & relationships -Entire IT infrastructure -CMDB reports & statistics -Audit reports - Inciden ts -Problems -Known Errors -Problems -Known Errors - Chang es - Releas es - Difficulties -Questions -Requests -Workarounds -Incident status and updates -User communications Incident s -Service reports -Incident statistics -Audit reports -Trend analysis -Diagnostic aids -Problem reports -Problem statistics -Problem reviews -Audit reports -Process Request for Changes (RFCs) -Forward schedule of changes (FSC) -CAB minutes -Change statistics -Change reviews -Audit reports -Release schedule -DSL & DHS -Test standards -Release statistics -Release reviews -Audit reports Customers & Users Incidents -RFCs from IT staff, users, customers New releases RFC RFC Automated Tools Source: W. Cook Used with Permission Incident Management Problem Management Change Management Release Management
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ITIL ® Foundations - Introduction to the IT Infrastructure Library Incident Management Goals and Objectives Restore normal service as quickly as possible and minimize disruption to users and business operations Accumulate accurate and meaningful information relating to Incidents Manage Incidents throughout their lifecycle Ensure the efficient and effective use of IT resources
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  • Summer '16
  • Information technology management, Information Technology Infrastructure Library, ITIL® Foundations, Infrastructure Library

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