7 incident problem management

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Service Support IncidentManagement

Incident Management

Incident Management is to restore a normal service operation

as quickly as possible, and to minimize the adverse impact on

business operations, thus ensuring that the best possible levels

of service quality and availability are maintained.

'Normal service operation' is defined here as service operation within Service Level

Agreement (SLA). It is one process area within the broader ITIL environment.


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ITIL terminology defines an incident as:

Any incident, or an event, which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the

quality of that service .

In a word, the stated ITIL objective is to restore

normal operations as quickly as possible withthe least possible impact on either the businessor the user, at a cost-effective price.

Source: ITIL Incident Management - The ITIL Open Guide


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Service Support Incident Management

Data about an incident

Problem editorTransfer toPerformed actionsSolutionDate, timeCategoryHistory

Affected systemInventory number, CI IDClass/ type/ model

Symptom descriptionCategoryFree text description

Incident IDDate, timeStatusEffect, severity, priorityService Level

Reporter of the incidentName, user IDPhone numberDepartmentDepartment number

Affected person

Source: IBM ITIL foundation Student Notebook, IBM Certified Course Material


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Incident Management

The main processes inincident management are:

Incident detection andrecording

Classification and initialsupport

Investigation anddiagnosis

Resolution and recovery

Incident closure

Incident ownership,monitoring, tracking andcommunication


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Industrial Experience of Incident management (how IBM do)Incident Mgt is always integrated with Service Desk.

BMC Remedy

IBM Tivoli (Maximo)

Source:

BMC Remedy Service Management

http://www.bmc.com/products/products_services_detail/0,,0_0_0_801,00.html

Incident management from IBM

http://www-03.ibm.com/industries/chemicalspetroleum/doc/content/solution/983712220.html


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Event Console & Service Desk Integration - Demo Scenario

3. Trouble ticketautomaticallyopened

ITM

G ateway

2. ITMdetects

the event

Netcool/OMNIbus

CCMDBChange History

BMCRemedyServiceDesk

1. Filesy stemlow-on-spaceoccurs

TADDMDisplayApplicationtopology

TEPValidateIncident

5. Manually synchronizedchange process

TivoliProvisioningManager

6. Executes workflows to addstorage space to filesystem

7. Analystcloses ticket

Composite Application

4. Incidentanalysis

Source:[email protected],Tivoli Demo Library ,http://depot.tivlab.raleigh

.ibm.com/


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Major Components

IBM TADDM

IBM TADDMDomain Manager

IBM Tivoli Provisioning Manager

IBM Tivoli MonitorningIBM Tivoli Netcool OMNIbusBMC Remedy Service Desk

IBM Tivoli DirectoryIntegrator

Tivoli IntegratedDemo

Environment

Tivoli IntegratedDemo

Environment

ConfigurationManagement

Database

2


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Event Console & Service Desk Integration Demo Demo Script


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Service Support -- Problem Management

Problem Management

Problem Management investigates the underlying causeof incidents, and aims to prevent incidents of a similarnature from recurring. By removing errors, which oftenrequires a structural change to the IT infrastructure in anorganization, the number of incidents can be reducedover time.

To sum up

A problem is the unknown, underlying cause of one or moreincidents.

A known error is when the root cause of a problem is known and atemporary workaround or alternative has been identified.

Error inInfrastructure

Incidents ProblemsKnownError RFC Solutions


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Compare: Incident vs. Problem Management

The main difference between IncidentManagement and Problem Management, isthat the former deals with fighting symptomsto incidents, while the latter seeks to removethe causes of incidents permanently from the

IT infrastructure.

In Incident Management, interaction with customers isusually reactive, with the main objective being to find aworkaround solution to restore normal services for the

customer as soon as possible.

In Problem Management, IT support staff are more proactiveas they dedicate resources to establishing the underlyingcauses of incidents. There is usually little or no interaction with

the customers, as this is left to the responsibility of the ServiceDesk.

Service Support -- ProblemManagement


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The role of Problem Mgt. in ITIL framework

The basis for the ITIL approach to service management is interrelated activities.When working toward ITIL best practices the organization becomes more customer oriented.



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Problem Control: Identifying ProblemsReactive or Proactive- Concerned with identifying the real underlying causes of

incidents in order to prevent future occurrences.Three phases:

Problem identification & recordingProblem classificationProblem investigation & diagnosis



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Problem Control: Getting at the Root Cause

Three types of CausesPresumptive cause (s): a cause that may be apparent at the beginning of the

investigation or that emerges in the data collection process. Needs validation.

Contributing cause (s): a cause that alone would not have caused the problembut is important enough to be recognized as needing corrective action.

Root Cause : the most basic reason for a problem, which, if corrected will preventrecurrence of that problem.

TechniquesIshikawa diagrams (Fishbone)5 WhysKepner and Tregoe



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Service Support -- Problem

ManagementThe Complete Picture

Source: IBM ITIL foundation Student Notebook, IBM Certified Course Material

7 incident problem management

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