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Incident and Problem Management

Incident - Definition and Objectives

An unplanned interruption to an IT Service or a reduction in the Quality of an IT Service. Failure of a Configuration Item that has not yet impacted Service is also an Incident

The goal of Incident Management is to restore normal service operation as quickly as possible following an incident, while minimizing impact to business operations and ensuring quality is maintained

Problem - Definition and Objectives

The primary Objectives of Problem Management are to prevent Incidents from happening and to minimize the Impact of Incidents that cannot be prevented.

A cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for further investigation.

Incidents, Problems and Knowledge Articles

Problem

Lead Incident

IncidentIncident

Lead Incident

IncidentIncident

Knowledge Articles

Priorities and SLAs Four Priorities:

Only Incidents with priority 1, 2 and 3 have SLAs

Default is 3 - Moderate

Priorities and SLAs

This will STOP the SLA running

Categorisation

Incident Type

Default is Incident

Service and Service Product

Two Service Product Categorisations:

Initial Resolution

List ofAssociated Service Products

CI Map

Service Map

Service Product Owner

Source

Default is Phone

Assignment Groups

Group BGroup A

You can reassign to any team

Group C

Group C can view records not in their group

Roles

Three Roles

Service Desk ITIL – SD

Service Management – ITIL SM

L3 - ITIL

Incident States

Can be changed by:

Buttons

Quick Message Emails

Assignment

Incident States

Can be changed by:

Buttons

Quick Message Emails

Assignment

An Incident is Resolved BEFORE it is Closed

Creating a Problem

Created automatically when:

P1 or P2 Incident is Resolved and a Workaround has been provided

Problem States

Permanent Fix is implementedNo Permanent Fix – Technical ConstraintNo Permanent Fix – Too CostlyWorkaroundRejectedClosed