service design – figure 4.15 expended incident lifecycle

Expanded Incident Lifecycle

HENDERSHOTT CONSULTING INC

Web Presence: www.hci-itil.comEmail: len.hendershott@rogers.com

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: len.hendershott@rogers.comITIL process site: hci-itil.com

Service Design – Figure 4.15 Expended Incident Lifecycle