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'Real World' definition of Incident Management: IM is the way that the Service
Desk puts out the 'daily fires'.
An 'Incident' is any event which is not part of the standard operation of the service
and which causes, or may cause, an interruption or a reduction of the quality of the
service.
Inputs for Incident Management mostly come from users, but can have other
sources as well like management Information or Detection Systems. The outputs of
the process are RFC’s (Requests for Changes), resolved and closed Incidents,
management information and communication to the customer.
Mission Statement
Restore normal state IT service operations as quickly as possible to minimize the
adverse impact on business operations.
Incidents and Service Requests are formally managed through a staged process to
conclusion. This process is referred to as the "Incident Management Lifecycle".
The objective of the Incident Management Lifecycle is to restore the service as
quickly as possible to meet Service Level Agreements. The process is primarily
aimed at the user level.
Problem Management deals with resolving the underlying cause of one or more
Incidents. The focus of Problem Management is to resolve the root cause of errors
and to find permanent solutions. Although every effort will be made to resolve the
problem as quickly as possible this process is focused on the resolution of the
problem rather than the speed of the resolution. This process deals at the enterprise
level.
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Problem Management
ITIL Problem Management
Mission Statement
Minimize the adverse impacts of incidents and problems on the business caused by
errors in the IT infrastructure and initiate actions to prevent recurrence of incidents
related to those errors.
Process Goal
Achieve the process mission by implementing:
• ITIL-aligned Problem Management Policies, Processes and Procedures
• Dedicated Problem Manager
• Problem classification categories
• Problem trend
reports
• Publicized Known Errors
• Problem analysis toolkit
• Root Cause Analysis skills and culture
• Actions to minimize impact of problems
Key Activities
The key activities for this process are:
• Provide problem control
• Provide error
control
• Proactively manage problems
• Conduct major problem reviews
• Provide management information about Problem Management quality and
operations
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Change Management
ITIL Change Management
— Goal : Ensure that standardized methods and procedures are used for
efficient and prompt handling of all changes, in order to minimize the impact
of Change-related incidents upon service quality, and consequently to
improve the the day-to-day operations of the organization
Mission Statement
Coordinate and control all changes to IT services to minimize adverse impacts of
those changes to business operations and the users of IT services.
Process Goal
Achieve the process mission by implementing:
• ITIL-aligned Change Management Policies, Processes and Procedures
• Standardized methods and techniques for efficient handling of changes
• Dedicated Change Manager
• Change Advisory Board
• Forward Schedule of Changes (FSC)
• Published Service Availability (PSA) reports
• Proper levels of pre and post Change communications with customers and users
Key Activities
The key activities for this process are:
• Accept Changes
• Prioritize and classify changes
• Coordinate change impact assessment
• Coordinate approval of changes
• Coordinate scheduling of changes
• Coordinate implementation of changes
• Conduct post implementation reviews
• Provide management information about Change Management quality and
operations
Controlling Changes
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Configuration Management
ITIL Configuration Management
— Activities
• Planning.
• Identification and naming.
• Control.
• Status accounting.
• Verification & audit.
— Benefits
• Providing accurate information on Configuration Items (CIs) and
their documentation
• Controlling valuable CIs
• Facilitating adherence to legal obligations
• Helping with financial and expenditure planning
• Making software changes visible
• Contributing to contingency planning
• Supporting and improving Release management
• Allowing the organization to perform impact analysis and schedule
changes safely and efficiently
• Providing problem management with data on trends
Configuration Management Overview
Mission Statement
To identify, record and report on configuration items and their relationships that
underpin IT services.
Process Goal
Achieve the process mission by implementing:
• ITIL-aligned Configuration Management policies, processes and procedures
• Dedicated Configuration Management Process Owner
• Configuration Management Database (CMDB) data schema
• Proper authorization and control over CMDB data
• Periodic audits and reviews of IT services and their configuration items.
• Accurate information on IT services and their configuration items
• Verification of configuration records against the IT infrastructure and correction
actions for any exceptions found.
Key Activities
The key activities for this process are:
• Plan for Configuration Management databases and activities
• Identify Configuration Items
• Control Configuration Item information
• Perform status accounting
• Perform verification and audit of Configuration Management databases
• Provide management information about Configuration Management quality and
operations
Software tools
Most organisations should required a Configuration management-based tool,
capable of storing all relevant configuration items (CIs). Such a tool should have
the following facilities:
• Problems, RFCs are stored upon the same database in an easily accesible format.
• The ability to identify the relationship among CIs (physical and logical), and
between CIs and RFCs, RFCs and Problems, RFCs and CI
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Release Management
This discipline of IT Service Management is the management of all software
configuration items within the organisation. It is responsible for the management of
software development, installation and support of an organisation’s software
products.
Software is often not regarded as a tangible asset because of its intangible nature,
which results in it not being effectively controlled. There can be several versions of
the same software within the organization, and there can also be unlicensed and
illegal copies of externally provided software.
The practice of effective Software Control & Distribution (SC&D) involves the
creation of a Definitive Software Library (DSL), into which the master copies of all
software is stored and from here its control and release is managed. The DSL
consists of a physical store and a logical store.
The physical store is where the master copies of all software media are stored. This
tends to be software that has been provided from an external source.
The logical store is the index of all software and releases, versions, etc.
highlighting where the physical media can be located. The logical store may also be
used for the storage of software developed within the organization.
Mission Statement
Implement changes to IT services taking a holistic (people, process, technology)
view which considers all aspects of a change including planning, designing,
building, testing, training, communications and deployment activities.
Process Goal
Achieve the process mission by implementing:
• ITIL-aligned Release Management policies, processes and procedures
• Collaboration with those organizations outside of IT that impact IT services to
plan and ensure impacted stakeholders are involved and that the service is
appropriately tested (from a customer’s perspective) following implementation
• Dedicated Release Manager
• Actions for planned Releases to analyze impacts and, wherever possible,
coordinate efforts (such as packaging Release Units)
• A set of standard repositories for maintaining all authorized versions of software
(Definitive Software Library – DSL)
• A set of recognized storage locations for spare parts and other hardware
(Definitive Hardware Stores – DHS)
Key Activities
The key activities for this process are:
• Conduct release planning
• Coordinate design, building and configuring of releases
• Coordinate release acceptance
• Conduct rollout planning
• Coordinate release communications, preparations and training activities
• Coordinate distribution and installation of releases
• Provide management information about Release Management quality and
operations
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Service Desk
Though not a process, the Service Desk is an important function within the service
support set. It is the first, and ideally single point of contact for users (SPOC).
The two main focuses of the Service Desk are: Incident Control and
Communication.
The Service Desk handles all incoming calls and only escalates them to the second
or third tier support when necessary.
Ideally, the Service Desk will have access to a Knowledge Base, which will contain
a list of known solutions for common incidents. This way queries or incidents can
be solved by the Service Desk staff without taking time from skilled IT technicians.
For the customer the advantage is that they don’t have to ring around searching for
the right person to solve their problem and for IT personnel it means that they only
have to deal with issues that are related to their skills or area of responsibility.
The Service Desk is responsible for keeping the customer informed on the status of
their request.
A Service Catalogue should be available which lists all of the services that IT
provides to the business. This catalogue should list the services from a users
perspective. A suggestion from the SLM2000 Service Catalogue template for
information to be included in a Service Catalogue is listed below. Actual
components required in a Service Catalogue will differ depending on the business
situation however.
Mission Statement
Provide a strategic central point of contact for customers and support the Incident
Management process by providing an operational single point of contact to manage
incidents to resolution.
Function Goal
Achieve the function mission by implementing:
• ITIL-aligned Service Desk function
• Dedicated Service Desk Function Owner
• Centralized function for incident and request handling
• Ongoing monitoring and management of customer satisfaction
• Strong levels of incident communications and ownership
• Right level of support and customer care skills among Service Desk staff and
management
Key Activities
The key activities for this function are:
• Provide advice and guidance to customers
• Communicate and promote IT services
• Manage and control service communications to customers, suppliers and the
business
• Coordinate Incident Management activities
• Manage people, processes and technologies that form the contact infrastructure
• Provide management information about Service Desk quality and operations
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