Saturday, April 7, 2018

Incident Management

Objective of Incident Management

  • Restore unscheduled service interruption as quickly as possible

Configuration Management

Objective of Configuration Management

Provide reliable and current details about the IT infrastructure
  • Maintain a logical model of the IT services.
  • Identify, monitor, control and provide information about configuration items and their versions
In short, maintain a Configuration Management DataBase (CMDB)

Financial Management for IT Services

Objective of Financial Management for IT

  • Provide IT services at a reasonable cost:
    • Support business in planning and realizing its business objectives
    • Ensure that IT spending is reasonable
    • Minimize financial risks in management decisions

Capacity Management

Objective of Capacity Management

  1. Provide required capacity at the right time and at the right cost

Why Log Incidents

Incident logging is critical for IT Service Management for the following reasons:
  1. The first and perhaps most obvious reasons is you want to know if there are pending incidents that need to be resolved. When supporting a service, you want to make sure that everything is working as it should. You would not want to miss resolving an incident that would affect say a major service used by your company.

Wednesday, February 11, 2015

Problem Management Concept

One of the difficult things to understand in ITIL concepts is the concept of problems. Many confuse it with incidents. I have written an article explaining the difference between the two: Incident and Problem: What is the Difference.

Tuesday, October 28, 2014

Handling Critical Incidents

There are many kinds of incidents. A PC used by a customer service representative may not be as critical as say, a central computer crashing. In the first case, the effect is probably only to one person while the second case affects practically the entire company.These incidents can be called critical incidents, severity 1 incidents, high priority incidents or whatever.

Monday, August 5, 2013

Incident and Problem: What is the Difference

One nice thing about ITIL is it provides definitions for almost everything in IT service management. First things first. We need to define these two terms.
  • An incident is an unplanned disruption or degradation of service.
  • A problem is a cause of one or more incidents.

    Quite often, these two terms are used interchangeably. This causes a lot of confusion. Sometimes people will add another term, "issue" to mean the same thing.

    Friday, April 30, 2010

    Service Level Management

    Objectives of Service Level Management

    1. Define business requirements that IT services must meet
    2. Ensure that IT services are at an acceptable cost
    3. Align IT strategy with business needs 

    Tuesday, April 29, 2008

    What is ITIL

    The end goal of ITIL is to increase the earnings or reducing the costs of organizations. It does this by providing a framework where IT organizations can implement a repeatable, measurable and effective processes. The main idea of ITIL is everything is viewed from the customer perspective.

    With this perspective, processes are geared toward satisfying customer requirements. The business becomes the driver of IT services rather than IT driving the business. IT is now viewed as a service provider. It is not only viewed as an organization that provides support to an application or infrastructure component. IT is viewed as a critical service within an organization.

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