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'Real World' definition of Incident Management: IM is the way that the Service Desk
puts out the 'daily fires'.
An 'Incident' is any event which is not part of the standard operation of the
service and which causes, or may cause, an interruption or a reduction of the
quality of the service.
Inputs for Incident Management mostly come from users, but can have other sources
as well like management Information or Detection Systems. The outputs of the
process are RFCs (Requests for Changes), resolved and closed Incidents, management
information and communication to the customer.
Mission Statement
Restore normal state IT service operations as quickly as possible to minimize the
adverse impact on business operations.
Incidents and Service Requests are formally managed through a staged process to
conclusion. This process is referred to as the "Incident Management Lifecycle". The
objective of the Incident Management Lifecycle is to restore the service as quickly
as possible to meet Service Level Agreements. The process is primarily aimed at the
user level.
Problem Management deals with resolving the underlying cause of one or more
Incidents. The focus of Problem Management is to resolve the root cause of errors
and to find permanent solutions. Although every effort will be made to resolve the
problem as quickly as possible this process is focused on the resolution of the
problem rather than the speed of the resolution. This process deals at the
enterprise level.