3. Purpose
Monitoring all events that occur throughout the IT
infrastructure to allow for normal Service
Operation and to detect and escalate exceptions
Basis for Operational monitoring and control
4. Objectives
Detect all changes of state of CI or IT services
Determine appropriate control action for
events and ensure are communicated
Provide trigger for execution of many other
processes, activities
Provide means to compare actual performance
and behavior against standards and SLA’s
Provide a basis for service assurance and
reporting; and improvement
6. Purpose
Restore normal Service Operation as
quickly as possible
Minimize adverse impact on business
operations
Ensure service quality and availability are
maintained
7. Scope
Includes any event which disrupts or which could
disrupt a service.
Includes Events which are communicated
Users,
Tools
Technical Staff etc.
All events are not incidents.
8.
9. Timeframes
Incident response and resolution targets within SLA
Incident Models
“Standard” or “specialized” incidents are handled in
predefined path and within predefined timeframes
Prioritization
Priority – Impact x Urgency
Escalation
Technical / Functional / Horizontal
Management / Hierarchical / Vertical
10. Key Metrics to judge the IM process
Total no. of incidents
Breakdown of Incidents at each stage.
Size of incident Backlog
% FTR by Service Desk
% handled within agreed resolve times
No and % of Major incidents
No and % of Incidents assigned correctly.
12. Objectives
To eliminate recurring incidents
To minimize the impact of incidents
that cannot be prevented
To minimize adverse impact on the
business because of incidents and
problems that are caused by errors in
the IT infrastructure
13. Basic Concepts
Problem
The unknown cause of one or more incidents
Work-Around
A temporary way of overcoming technical failures
Known errors
Problem that has a documented root cause and a work
around
14. Purpose
Responsible for managing the
lifecycle of all service requests
from the users
15. Objectives
Provide information, address complaints
or comments
Standardchanges fulfillment (ex. Change
users password)
Responsiblefor low risk, low cost and
frequently occurring changes
16. Concepts
Service Request
A request from a user for information or advise, or
for a standard change or for an access to IT service
Request Model
Predefined steps to consistently handle frequent
requests
17. Purpose
Granting authorized users the right to use a service
& preventing access by non-authorized users in
order to protect the availability, confidentiality
and integrity of information and infrastructure
Is therefore the execution of policies and
actions defined in Security and Availability
Management
18. Objectives
Efficiently respond to requests for granting access
to services, changing access rights or restricting
access, ensuring that the rights being provided or
changed are properly granted
Oversee access to services and ensure rights being
provided are not improperly used
20. Primary point of contact on a day to day basis for IT
Users when there is a service disruption, service
request or even some categories of changes.
Provide a single point of communication to users &
point of coordination to IT groups and processes
(Note: They are the owner of any incident)
25. Purpose
Help plan, implement and
maintain a stable technical
infrastructure to support the
organizations business processes
Custodian of technical
knowledge and expertise
Provides actual resources to
support ITSM lifecycle
26. Objectives
To help plan, implement and maintain a stable
technical infrastructure to support organizations
business processes through..
Well designed
Highly resilient
Cost effective technical topology
Swift use of technical skills to speedily diagnose
and resolve
27. Mainframe team Storage team
Server team Telecom team
Network team
Database team
Directory Services team
Middleware team
Messaging team
28. Purpose
To help design, implement and maintain stable
application to support the organization’s business
processes
Responsible for managing applications throughout
their lifecycle
Supports and maintains operational application in
good condition
Custodian of technical knowledge and expertise
related to application
29. Ensure…
Well designed resilient and cost effective
application
Assuring that required functionality is available
Apply skills to speedily diagnose an resolve
30. Purpose
Responsible for the daily operational activities
needed to manage the IT infrastructure –
according to performance standards-defined
during service design
Subdivided as IT Ops Control and Facilities Mgt