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Service Desk Function SPOC - Single Point of Contact Record and resolve incidents Provide work-around, escalate if not resolved Produce incident reports Keep users and customers informed of progress Responsible for incident life cycle
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Incident Management
A disruption in normal or standard business operation that affects the quality of serviceGoal: restore normal service as quickly as possible and minimize the adverse effect on business operation
Incident Activities
Detection & Report
Classification & support
Investigation & diagnosis
Resolution & recovery
Monitoring, tracking and communication
Incident Closure
Service Request
Escalate
Service Desk Function
SPOC - Single Point of Contact
Record and resolve incidents
Provide work-around, escalate if not resolved
Produce incident reports
Keep users and customers informed of progress
Responsible for incident life cycle
End Users
Service Support
Service Desk
Incident Management
Change Management
Release Management
Configuration Management
ProblemManagement
Problem Management
A problem is an unknown underlying cause of an error or failure in the IT infrastructure
Known error - incidents or problems that the underlying cause is known (root cause) and a temporary work-around or alternative fix has been identified
Goal:
Minimize the impact of incidents caused by errors
Reduce recurrence of incidents due to these errors
Error in
Infrastructure
Incidents Problems Known Error RFCSolutions
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