Incident Management

Objectives:
• To restore normal service as quickly as possible
• Minimize the adverse impact on business operations
• Ensuring that the best possible levels of service quality and availability are maintained according to SLAs.

Incident:
Any event which is not part of the standard operation of a service and which causes or may cause an interruption to or a reduction in the quality of that service.

Work-Around:
Method of avoiding an Incident or Problem.

Service Request:
Every Incident not being a failure in the IT Infrastructure.

Problem:
The unknown root cause of one or more incidents.

Known Error:
A condition that exists after the successful diagnosis of the root cause of a problem when it is confirmed that a CI (Configuration Item) is at fault.
Impact on the business + Urgency / Effect upon business deadlines = Priority

Category:
Classification of a group of Incidents (Application, Hardware, etc.)
Escalation (Vertical Escalation): escalates up the management chain.
Referral (Horizontal Escalation): escalates to a different knowledge group. Routing.
Incident Life-Cycle
• Accept Service Event, Register and Consult the CMDB
• Classification
• Solve
• Closure
Reporting is VERY important.
• Daily reviews of individual Incident and Problem status against service levels
• Weekly management reviews
• Monthly management reviews
• Proactive service reports