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