service design – figure 4.15 expended incident lifecycle
TRANSCRIPT
Expanded Incident Lifecycle
HENDERSHOTT CONSULTING INC
Web Presence: www.hci-itil.comEmail: [email protected]
Service Design – Figure 4.15 Expended Incident Lifecycle
Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Optimum
Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
An aim of Availability Management is to ensure the duration and impact from incidents impacting IT services are minimized, to enable business operations to resume as quickly as is possible.
The analysis of the 'expanded incident lifecycle' enables the total IT service downtime for any given incident to be broken down and mapped against the major stages through which all incidents progress (the lifecycle). Availability Management should work closely with Incident
Management and Problem Management in the analysis of all incidents causing unavailability.
Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
ServiceAvailable
ServiceAvailable
ServiceAvailable
ServiceAvailable
ServiceUnavailable
ServiceUnavailable
ServiceUnavailable
Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
ServiceAvailable
ServiceAvailable
ServiceAvailable
ServiceAvailable
ServiceUnavailable
ServiceUnavailable
ServiceUnavailable
Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
ServiceAvailable
ServiceAvailable
ServiceAvailable
ServiceAvailable
ServiceUnavailable
ServiceUnavailable
ServiceUnavailable
Time to Restore Time to Restore
Time to Restore
MTRS – Mean Time to Restore – the average time to restore service measured from the start of the incident until the service is verified as in the same operational state as before the incident.
Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
ServiceAvailable
ServiceAvailable
ServiceAvailable
ServiceAvailable
ServiceUnavailable
ServiceUnavailable
ServiceUnavailable
MTBSI – Mean Time Between Service Incidents – the average time between service incidents.
Time Between Incident
Time Between Incident
Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
ServiceAvailable
ServiceAvailable
ServiceAvailable
ServiceAvailable
ServiceUnavailable
ServiceUnavailable
ServiceUnavailable
MTBF – Mean Time Between Failures – the average time between the restoration of a service and a subsequent failure.
Time Between Failure
Time Between Failure
Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
ServiceUnavailable
Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Inci
dent
Sta
rt
Serv
ice R
est
ore
d
Detect
Detection - the time at which the IT service provider organization is made aware of an incident.
Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Inci
dent
Sta
rt
Serv
ice R
est
ore
d
Detect
Diagnose
Diagnosis - the time at which diagnosis to determine the underlying cause has been completed.
Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Inci
dent
Sta
rt
Serv
ice R
est
ore
d
Detect
Diagnose
Repair
Repair - the time at which the failure has been repaired/fixed.
Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Inci
dent
Sta
rt
Serv
ice R
est
ore
d
Detect
Diagnose
Repair
Repair - the time at which the failure has been repaired/fixed.
Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Inci
dent
Sta
rt
Serv
ice R
est
ore
d
Detect
Diagnose
Repair
Recover
Recover - the time at which component recovery has been completed.
Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Inci
dent
Sta
rt
Serv
ice R
est
ore
d
Detect
Diagnose
Repair
Recover
Restore
Restore - the time at which normal business service is resumed.
Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Inci
dent
Sta
rt
Serv
ice R
est
ore
d
Detect
Diagnose
Repair
Recover
Restore
Restore - the time at which normal business service is resumed.
Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Inci
dent
Inci
dent
Time Between Incidents
Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Inci
dent
Inci
dent
Time to Repair (Downtime)
Rest
ora
tion
Uptime
Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Inci
dent
Inci
dent
Rest
ora
tion
Time to Repair (Downtime)
Dect
ect
ion
Dia
gnosi
s
Rep
air
DectectionElapsed
Time
ResponseTime
RestortionTime
RecoveryTime
Uptime
Hendershott Consulting Inc
Email: [email protected] process site: hci-itil.com
Service Design – Figure 4.15 Expended Incident Lifecycle