Incident Management A disruption in normal or standard business operation that affects the quality of service Goal: restore normal service as quickly as possible and minimize the adverse effect on business operation

Incident Activities Detection & Report Classification & support Investigation & diagnosis Resolution & recovery Monitoring, tracking and communication Incident Closure Service Request Escalate

Service Desk Function SPOC - Single Point of Contact Record and resolve incidents Provide work-around, escalate if not resolved Produce incident reports Keep users and customers informed of progress Responsible for incident life cycle

End Users Service Support Service Desk Incident Management Change Management Release Management Configuration Management Problem Management

A problem is an unknown underlying cause of an error or failure in the IT infrastructure Known error - incidents or problems that the underlying cause is known (root cause) and a temporary work-around or alternative fix has been identified Goal: Minimize the impact of incidents caused by errors Reduce recurrence of incidents due to these errors Error in Infrastructure Incidents ProblemsKnown ErrorRFC Solutions