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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
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.
The primary Objectives of Problem Management are to
prevent Incidents from happening and to minimize the
Impact of Incidents that cannot be prevented.
Incidents, Problems and Knowledge Articles
Problem
Lead Incident
Incident
Lead Incident
Incident
Incident
Knowledge Articles
Incident
Priorities and SLAs
Four Priorities:
Default is 3 - Moderate
Only Incidents with priority 1, 2 and 3 have SLAs
Priorities and SLAs
This will STOP the SLA running
Categorisation
Incident Type
Default is Incident
Service and Service Product
List of
Associated
Service Products
Two Service Product Categorisations:
Initial
Resolution
CI Map
Service
Map
Service Product Owner
Source
Default is Phone
Assignment Groups
Group A
Group B
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 implemented
No Permanent Fix – Technical Constraint
No Permanent Fix – Too Costly
Workaround
Rejected
Closed