‘Real World’ definition of Incident Management: IM is the way that the Service Desk puts out the ‘daily fires’.
The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Incidents that cannot be resolved quickly by the Service Desk will be assigned to specialist Technical Support groups. A resolution or work-around should be established as quickly as possible in order to restore the service.View More
A problem is an unknown underlying cause of
one or more incidents, and a `known error’ is a
problem that is successfully diagnosed and for which
either a work-around or a permanent resolution has been
The CCTA defines problems and known errors as follows:
A problem is a condition often identified as a result of multiple incidents that exhibit common symptoms. Problems can also be identified from a single significant incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant.A known error is a condition identified by successful diagnosis of the root cause of a problem, and the subsequent development of a work-around.View More
The objective of Change Management in this context is to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes to controlled IT infrastructure, in order to minimize the number and impact of any related incidents upon service. Changes in the IT infrastructure may arise reactively in response to problems or externally imposed requirements, e.g. legislative changes, or proactively from seeking improved efficiency and effectiveness or to enable or reflect business initiatives, or from programs, projects or service improvement initiatives. Change Management can ensure standardized methods, processes and procedures are used for all changes, facilitate efficient and prompt handling of all changes, and maintain the proper balance between the need for change and the potential detrimental impact of changes. Change Management would typically be composed of the raising and recording of changes, assessing the impact, cost, benefit and risk of proposed changes, developing business justification and obtaining approval, managing and coordinating change implementation, monitoring and reporting on implementation, reviewing and closing change requests. proposed change must be approved in the change management process. While change management makes the process happen, the decision authority is the Change Advisory Board (CAB), which is made up for the most part of people from other functions within the organization.View More
A request from a user for information, or advice, or for a standard change or for access to an IT service. For example to reset a password, or to provide standard IT services for a new user. Service Requests are usually handled by a service desk or a request fulfillment group, and do not require an RFC to be submitted. Request fulfillment focuses on fulfilling Service Requests, which are often minor (standard) changes (e.g., requests to change a password) or requests for general information.
Everything that comes to the Service Desk is a Service Management issue, and becomes an incident ticket only when its determined that it is an interruption to service and has an SLA impactView More
Release Management is used for platform-independent and automated distribution of software and hardware, including license controls across the entire IT infrastructure. Proper Software and Hardware Control ensure the availability of licensed, tested, and version certified software and hardware, which will function correctly and respectively with the available hardware. Quality control during the development and implementation of new hardware and software is also the responsibility of Release Management. This guarantees that all software can be conceptually optimized to meet the demands of the business processes.View More
A database used to store Configuration Records throughout their Lifecycle. The Configuration Management System maintains one or more CMDBs, and each CMDB stores Attributes of CIs, and Relationships with other CIs.
Data-driven and dynamically configurable, e-ServiceSuite‘s CMDB may contain any conceivable asset type including but not limited to standard IT Hardware and Software, facilities (buildings, furnace, A/C units, elevators, and any other infrastructure designation requiring lifecycle management or maintenance) and others such as telephony assets.View More