incident &problem management decoded
DESCRIPTION
ITIL Incident and Problem ManagementTRANSCRIPT
Incident & Problem Management- Decoded
Hima. G. SITIL Consultant
Agenda
• An Introduction to ITIL• Incident Management- What, Why & How?• Incident Management Process & Workflow• KPIs & Priority Matrix• Problem Management- What, Why & How?• Problem Management Process & Workflow
What is ITIL?
Good Practices to Manage IT operations & services
ITIL
Is it Complicated?
What Do You Gain?
• Improved IT Service• Less impact of failure on Business• Better User Satisfaction• Good Quality Service
Incident Management
What is Incident?
Disruption that affects the user and the business
Why Manage Incidents?
• Minimize Negative Business impact
• Improve User Support
Priority Matrix
Incident Management Process
Identification
Logging
Categorization & Prioritization
Escalation
Closure
Incident Management KPIs
The Key to Success
• Reduced Service Interruptions• Decrease in
Number of Incidents• Permanent Solutions• Increase in First-time fix rate
Make it Simple & Effective
How?• Choose the right tool• Automate the processes• Up-to-date Knowledgebase• Integrate with other IT
processes
Tips to Choose the Right Tool
• Manage Incident Life Cycle• Handle SLAs & Escalations• Differentiate Incidents from SRs• Ability to Report• Manage KPIs• Self-service Portal for Users• Integrated Knowledgebase
ITSM Tools
Problem Management
What is a Problem?
• Require an Expert analysis
• Find the underlying root cause
• One or more incident reported for the same service failure
Why ManageProblems?
• Find Root cause for a failure• Prevent recurrence of Incidents
How?
• Proactive Problem ManagementTrend AnalysisIdentify weakness in IT
infrastructure• Reactive Problem Management
Problem ControlError Control
Proactive Problem Management
Trend Analysis
•Network Monitoring Software•Analysis Report
Preventive Action
•Self-service Portal•Knowledge base articles
Reactive Problem Management
Error Control
Knowing the “Known Error”
To Conclude:
• Diagnose the root cause of the problem• Provide either a temporary fix or workaround
to the problem• Control the error by leaving the fix in place or
permanently repairing the condition
Thanks
More Info
www.servicedeskplus.com
https://twitter.com/hi2hima