/ 管理

Incident Management

Incident management is reactive

  • Recorded, classified, allocated
  • Progress monitored
  • Resolved and closed
Service Desk is focal point (where incident get report). Any event not part of standard service operation which causes/may cause interruption to or reduction in quality of service. ## Goals
  • Return to normal service level as soon as possible
  • Smallest possible impact on bussiness activity
  • Incident Management needs to keep effective records of incidents
## Role & Responsibilities Incident Manager responsible for
  • Monitoring effectiveness and efficiency of process
  • Controlling work of support groups
  • Identifying missing links in the process
  • Making recommendation for improvement
  • Identifying trends
  • Developing/maintaining Incident Management System
  • Identifying conflicts with SLAs(Service Level)
## Incident Management Process Summary ### Input
  • Incident
  • Report
  • Sources
  • Service Desk
  • Operations
  • Networking
  • Customer
  • Users
### Action Steps
  • Detection & Recording
  • Classification & 1st Line Support
  • Matching
  • Investigation & Diagnosis
  • Resolution & Recovery
  • Incident closure
### Output
  • Workarounds
  • Resolution
  • Information
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康上明学

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