ITIL_a guide to incident management pdf

ITIL_a guide to incident management pdf - ITIL A guide to...

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1 U C I S A I T I L : A G U I D E T O I N C I D E N T M A N A G E M E N T ITIL – A guide to incident management What is incident management? Incident management is a defined process for logging, recording and resolving incidents The aim of incident management is to restore the service to the customer as quickly as possible, often through a work around or temporary fixes, rather than through trying to find a permanent solution What are the differences between incident management and problem management? Problem management differs from incident management in that its main goal is the detection of the underlying causes of an incident and the best resolution and prevention. In many situations, the goals of problem management can be in direct conflict with the goals of incident management. Deciding which approach to take requires careful consideration. A sensible approach would be to restore the service as quickly as possible (incident management), but ensuring that all details are recorded. This will enable problem management to continue once a workaround has been implemented. Discipline is required, as the idea that the incident is fixed is likely to prevail. However, the incident may well appear again if the resolution to the problem is not found. Incident versus problem An incident is where an error occurs: something doesn’t work the way it is expected. This is often described as: a fault an error it doesn’t work! a problem but the ITIL term used with is an incident . A problem (is different) and can be: the occurrence of the same incident many times an incident that affects many users the result of network diagnostics revealing that some systems are not operating in the expected way A problem can exist without having immediate impact on the users, whereas incidents are usually more visible and the impact on the user is more immediate.
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2 U C I S A I T I L : A G U I D E T O I N C I D E N T M A N A G E M E N T Examples of incidents User experienced incidents Application Service not available (this could be due to either the network or the application, but at first the user will not be able to determine which) Error message when trying to access the application Application bug or query preventing the user from working Disk space full Technical incident Hardware System down Printer not printing New hardware, such as scanner, printer or digital camera, not working Technical incident Technical incidents Technical incidents can occur without the user being aware of them. There may be a slower response on the network or on individual workstations but, if this is a gradual decline, the user may not notice. Technicians using diagnostics or proactive monitoring usually spot technical incidents. If a technical incident is not resolved, the impact can affect many users for a long time.
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