Term
SERVICE OPERATION
5 PROCESSES |
|
Definition
ACCESS MANAGEMENT
EVENT MANAGEMENT
INCIDENT MANAGEMENT
PROBLEM MANAGEMENT
REQUEST FULFILLMENT |
|
|
Term
SERVICE OPERATION
4 FUNCTIONS |
|
Definition
APPLICATION MANAGEMENT
IT OPERATIONS MANAGEMENT
--OPS CONTROL AND FACILITIES MANAGEMENT
SERVICE DESK
TECHNICAL MANAGEMENT |
|
|
Term
SERVICE OPERATION
INPUT INTO SVC OPS |
|
Definition
| SERVICE TRANSITION PACKAGE |
|
|
Term
EVENT MANAGEMENT
TYPE OF ALERTS |
|
Definition
1) THRESHOLD REACHED
2) SOMETHING CHANGING
3) FAILURE HAS OCCURED |
|
|
Term
| INCIDENT MANAGEMENT OBJECTIVES |
|
Definition
- RESTORE SERVICE TO NORMAL ASAP
-DOCUMENT STEPS/ACTIONS TAKEN
-COORDINATE W/FUNC IN SVC OPERA TO RESTORE SVC
-PRIORITIZE INCIDENTS PER SLA |
|
|
Term
| INCIDENT MANAGEMENT ACTIVITIES |
|
Definition
1) identification 2)registration
3)caterization(outage or svc degrade)
4)prioritization 5)initial diag ( is there a pattern?) 6) escalation
7) investigation and diagnosis
8)resolution and recover
9) incident closure |
|
|
Term
these create priority of an incident.
2 contributing factors are called... |
|
Definition
|
|
Term
SERVICE OPERATION
4 main conflicts |
|
Definition
Internal vs. External Views of IT
Stability vs. Responsiveness (similar to earlier investment strategies of Run the Business, Grow the Business, Transform the Business)
Quality vs. Cost (somewhat related to Financial Management),
Reactive vs. Proactive (again, tie this in with the different demand management approaches) |
|
|
Term
| 2 types of Incident managament escalations |
|
Definition
Functional-requires attention for higher tier. normally internal or proactive.
Hierarchical- maybe external, reactive.
breakdown in communication |
|
|
Term
| Problem managements two major sub-processes |
|
Definition
Reactive Problem Management, which is charged with responding to problems as they arise in the environment, usually driven by the Incident Management process.
Proactive Problem Management, which is charged with proactively seeking out improvements to services and infrastructure before incidents occur. |
|
|
Term
| An important output of Problem Management is the production and maintenance |
|
Definition
|
|
Term
| Events may be one of three basic types: |
|
Definition
Informational – No action is required. The event information is logged for potential future reference.
Warning --An infrastructure item is approaching a predefined performance or capacity threshold which could cause an incident or require intervention.
Exception—An infrastructure item has exceeded a threshold or is no longer operating within defined parameters. Intervention is required |
|
|
Term
|
Definition
| problem is the unknown underlying cause of one or more incidents. A problem is NOT just a particularly serious incident. |
|
|
Term
|
Definition
| An incident is any occurrence which causes or may cause interruption or degradation to an IT Service. |
|
|
Term
|
Definition
| - An error is the known underlying cause of one or more incidents. |
|
|
Term
|
Definition
| a known error is the known cause of an incident for which a workaround also exists |
|
|
Term
|
Definition
| an event is any change of state of an infrastructure or other item which has significance for the delivery of a service |
|
|
Term
|
Definition
local
centralized
virtualized
follow the sun |
|
|
