Request Fulfilment. Incident and Problem Management

Incident and Problem Management

Event Management

Processes within Service Operation

Optimizing Service Operation performance

Service Operation is optimize d in two ways:

• Long-term incremental improvement. This is based on evaluating the performance and output of all Service Operation processes, function s and outputs over time. The reports are analysed and a decision made about whether improvement is needed and, if so, how best to implement it through Service Design and Transition. Examples include the deployment of a new set of tools, changes to process designs, reconfiguration of the infrastructure, etc. This type of improvement is covered in detail in the Continual Service Improvement publication.
• Short-term ongoing improvement of working practice s within the Service Operation processes, functions and technology itself. These are generally smaller improvements that are implemented without any change to the fundamental nature of a process or technology. Examples include tuning, workload balancing, personnel redeployment and training, etc.

Although both of these are discussed in some detail within the scope of Service Operation, the Continual Service Improvement publication will provide a framework and alternatives within which improvement may be driven as part of the overall support of business objective s.

There are a number of key Service Operation process es that must link together to provide an effective overall IT support structure. The overall structure is briefly described here and then each of the processes is described in more detail in Chapter 4.

Event Management monitors all event s that occur throughout the IT infrastructure, to monitor normal operation and to detect and escalate exception conditions.

Incident Management concentrates on restoring unexpectedly degraded or disrupted services to user s as quickly as possible, in order to minimize business impact.

Problem Management involves: root-cause analysis to determine and resolve the cause of incident s, proactive activities to detect and prevent future problem s/incidents and a Known Error sub-process to allow quicker diagnosis and resolution if further incidents do occur.

Request Fulfilment is the process for dealing with Service Request s – many of them actually smaller, lower- risk, changes – initially via the Service Desk, but using a separate process similar to that of Incident Management but with separate Request Fulfilment record s/tables – where necessary linked to the Incident or Problem Record (s) that initiated the need for the request. To be a Service Request, it is normal for some prerequisites to be defined and met (e.g. needs to be proven, repeatable, pre-approved, proceduralized).

In order to resolve one or more incidents, problems or Known Errors, some form of change may be necessary. Smaller, often standard, changes can be handled through a Request Fulfilment process, but larger, higher-risk or infrequent changes must go through a formal Change Management process.

Дата добавления: 2014-12-23