At this moment a Service request is created based on a contract that is between the customer and the vendor. Similarly Incident and Problem can be escalated to a 3rd level support - vendor. In case it is obvious the incident cannot be resolved by Service desk staff, it is functionally escalated - incident is passed over to the 2nd level solvers (a specialized team according to the area the incident comes to - e.g. This enables to trace back Changes made due to solving a certain Incident or Problem. If a need for a Change (see Change management) is identified when solving Incident or Problem, this Change is recorded and Incident or Problem linked to it. If an Incident occurs later on and it is associated with the given Problem, the solver may solve the Incident by the steps described in the Workaround. In such a case it is necessary to link Problem to the Workaround. When solving a problem solver sometimes identifies a Workaround - a temporary solution that circumvents cause of a Problem. Since the objective of Problem solution is to eliminate its root cause, its expected resolution time is by nature longer than in case of incident. In case that the solver identifies incident cause and associated problem is not yet created, ObjectGears enables a fast creation of Problem from Incident and its linking by means of a button in the Incident record.)Īlso problem may be linked to a record of a Known error. When solving an incident the solver may find out that the cause of incident is a known Problem. Linking Incident to a Problem enables to set impact of a certain problem, that is not solved yet, on business, number of incidents or outages associated with it etc. Linking incident to a known error enables later on to set impact of known errors on business, number of incidents associated with them, success of their solving etc. When solving an incident it may be found out that the cause of it is a Known error. IT maintains in ObjectGears records of known errors. unavailability of a service, server etc.) Automatic creation by a monitoring system that asses certain situation (e.g.(ObjectGears enables a fast incident creation from a User call and its linking by means of a button in the User call record.) IT Service Desk identifies, that there is an incident based on a User call. Incident created by IT staff when solving User call.Incident creation and relation to other entities and processes Incident is categorized to determine resolution group and for follow-up reporting - identification of areas, where incidents occur most often. Less important incident then has set corresponding target time and staff is not forced to work extraordinary shifts to resolve it. This time reflects incident seriousness and need for service availability and sets a corresponding target time. Based on affected service and maximal time for solving target resolution time is determined.Įxample: If the service is guaranteed only from 8:00 to 17:00 and an incident with priority and time for solving 8 hours is identified at 16:00, the target resolution time is set to the next day 15:00. E.g. a critical incident then has to be immediately confirmed for take over for solving and target resolution time is 1 hour.Įach incident is at the time of its creation classified from the perspective of impact and urgency and based on these values priority is calculated. There is a Target response time and Target resolution time of the incident corresponding to each priority. Priority matrix is defined, that sets Priority for particular combinations of impact and urgency.Įxample of an incident management priority matrix: Impact Urgency represents rate of need to solve the situation from the perspective of tendency to increase incident impact (impact may spread when incident is not solved), not changing impact extent or on the contrary tendency of a spontaneous impact fade out. During implementation of the process, particular levels of impact are described from the viewpoint of the given organization. Impact represents how much business is affected - from the perspective of number of users or customers (from individuals, over a group to large numbers), financial loss or organization reputation. Key incident attributies are its Impact and Urgency. Impact, urgency, priority and target resolution time Incident is created at the time when such a situation is identified. It represents an interruption or deterioration of a service. Incident is a fundamental entity of Incident and Problem managemet processes. Below text contains basic principles of these processes in ObjectGears, reflecting best practise described in ITIL v3 - Service Operation.
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