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Service-now.com Incident and Problem Management. Incident - Definition and Objectives An unplanned interruption to an IT Service or a reduction in the.

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Presentation on theme: "Service-now.com Incident and Problem Management. Incident - Definition and Objectives An unplanned interruption to an IT Service or a reduction in the."— Presentation transcript:

1 Service-now.com Incident and Problem Management

2 Incident - Definition and Objectives An unplanned interruption to an IT Service or a reduction in the Quality of an IT Service. Failure of a Configuration Item that has not yet impacted Service is also an Incident The goal of Incident Management is to restore normal service operation as quickly as possible following an incident, while minimizing impact to business operations and ensuring quality is maintained

3 Problem - Definition and Objectives The primary Objectives of Problem Management are to prevent Incidents from happening and to minimize the Impact of Incidents that cannot be prevented. A cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for further investigation.

4 Incidents, Problems and Knowledge Articles Problem Lead Incident Incident Lead Incident Incident Knowledge Articles

5 Priorities and SLAs Four Priorities: Only Incidents with priority 1, 2 and 3 have SLAs Default is 3 - Moderate

6 Priorities and SLAs This will STOP the SLA running

7 Categorisation

8 Incident Type Default is Incident

9 Service and Service Product Two Service Product Categorisations:  Initial  Resolution List of Associated Service Products

10 CI Map Service Map

11 Service Product Owner

12 Source Default is Phone

13 Assignment Groups Group B Group A You can reassign to any team Group C Group C can view records not in their group

14 Roles Three Roles  Service Desk ITIL – SD  Service Management – ITIL SM  L3 - ITIL

15 Incident States Can be changed by:  Buttons  Quick Message Emails  Assignment

16 Incident States Can be changed by:  Buttons  Quick Message Emails  Assignment An Incident is Resolved BEFORE it is Closed

17 Creating a Problem Created automatically when:  P1 or P2 Incident is Resolved and a Workaround has been provided

18 Problem States  Permanent Fix is implemented  No Permanent Fix – Technical Constraint  No Permanent Fix – Too Costly  Workaround  Rejected  Closed


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