CMM_IncidentUofU - Incident Management ITIL CMM Assessment...

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Incident Management ITIL CMM Assessment Page 1 of 6 · Incident recording and alerting · Incident support and classification · Investigation and diagnosis · Resolution and recovery · Incident tracking and customer/user communication · Incident ownership, monitoring and closure Wherever possible, the user should be provided with the means to continue their business functions, perhaps via a degraded service. Every effort should be made to minimize the impact of the incident on the business and to provide more time to investigate and devise a structural resolution. After successful execution of the resolution or circumvention activity, service recovery actions can be carried out, often by specialist staff. The incident management system must allow the recording of events and actions during the resolution and recovery activity. Procedures need to be in place to guarantee that each individual incident is resolved within the agreed timeframes, or at least, as soon as possible. The Service desk is responsible for owning and overseeing the resolution of all outstanding incidents whatever the initial source. When the incident has been resolved, the Service Desk must ensure that the incident records are completed and accurate, and that the resolution is confirmed by the customer. Incident Management The Service Desk is responsible for the monitoring the resolution of all registered incidents – in effect the Service Desk is the owner of all incidents. Incidents that cannot be resolved immediately by the Service Desk may be assigned to specialist groups or teams. Incident Management includes the following activities: All incidents should be recorded in terms of symptoms, basic diagnostic data and information about the configuration item(s) and service(s) affected. Irrespective of the mechanism or pathway through which incidents are recorded, the Service Desk should receive appropriate alerts and maintain overall control. Incident records raised should be analyzed to discover the reason for the incident. Incidents should also be classified, and it is this classification system that establishes further resolution actions. Propoint Solutions, Inc. Source: ITIL related materials owned by the Office of Government Commerce OGC
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Incident Management ITIL CMM Assessment Page 2 of 6 Level 1 Prerequisites - Incident Management Yes No Observations/Gaps Are incident records maintained for all reported incidents? R M Incidents are not recorded for password resets. Incidents are not reported/recorded after hours. Some urgent issues are bypassing the Service Desk and going directly to Support Teams.
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This note was uploaded on 11/19/2009 for the course NCKU Informatio taught by Professor Hero during the Spring '09 term at Accreditation Commission for Acupuncture and Oriental Medicine.

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CMM_IncidentUofU - Incident Management ITIL CMM Assessment...

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