КАТЕГОРИИ: Архитектура-(3434)Астрономия-(809)Биология-(7483)Биотехнологии-(1457)Военное дело-(14632)Высокие технологии-(1363)География-(913)Геология-(1438)Государство-(451)Демография-(1065)Дом-(47672)Журналистика и СМИ-(912)Изобретательство-(14524)Иностранные языки-(4268)Информатика-(17799)Искусство-(1338)История-(13644)Компьютеры-(11121)Косметика-(55)Кулинария-(373)Культура-(8427)Лингвистика-(374)Литература-(1642)Маркетинг-(23702)Математика-(16968)Машиностроение-(1700)Медицина-(12668)Менеджмент-(24684)Механика-(15423)Науковедение-(506)Образование-(11852)Охрана труда-(3308)Педагогика-(5571)Полиграфия-(1312)Политика-(7869)Право-(5454)Приборостроение-(1369)Программирование-(2801)Производство-(97182)Промышленность-(8706)Психология-(18388)Религия-(3217)Связь-(10668)Сельское хозяйство-(299)Социология-(6455)Спорт-(42831)Строительство-(4793)Торговля-(5050)Транспорт-(2929)Туризм-(1568)Физика-(3942)Философия-(17015)Финансы-(26596)Химия-(22929)Экология-(12095)Экономика-(9961)Электроника-(8441)Электротехника-(4623)Энергетика-(12629)Юриспруденция-(1492)Ядерная техника-(1748) |
Incident logging
Incident identification Process activities, methods and techniques The process to be followed during the management of an incident is shown in Figure 4.2. The process includes the following steps. Figure 4.2 Incident Management process flow Work cannot begin on dealing with an incident until it is known that an incident has occurred. It is usually unacceptable, from a business perspective, to wait until a user is impacted and contacts the Service Desk. As far as possible, all key component s should be monitored so that failure s or potential failures are detected early so that the Incident Management process can be started quickly. Ideally, incidents should be resolved before they have an impact on users! Please see section 4.1 for further details. All incident s must be fully logged and date/time stamped, regardless of whether they are raised through a Service Desk telephone call or whether automatically detected via an event alert. Note: If Service Desk and/or support staff visit the customer s to deal with one incident, they may be asked to deal with further incidents ‘while they are there’. It is important that if this is done, a separate Incident Record is logged for each additional incident handled – to ensure that a historical record is kept and credit is given for the work undertaken. All relevant information relating to the nature of the incident must be logged so that a full historical record is maintained – and so that if the incident has to be referred to other support group (s), they will have all relevant information to hand to assist them. The information needed for each incident is likely to include:
Note: If the Service Desk does not work 24/7 and responsibility for first-line incident logging and handling passes to another group, such as IT Operations or Network Support, out of Service Desk hours, then these staff need to be equally rigorous about logging of incident details. Full training and awareness needs to be provided to such staff on this issue.
Дата добавления: 2014-12-23; Просмотров: 401; Нарушение авторских прав?; Мы поможем в написании вашей работы! Нам важно ваше мнение! Был ли полезен опубликованный материал? Да | Нет |