Incident & Problem Management- Decoded

Hima. G. SITIL Consultant

Agenda

• An Introduction to ITIL• Incident Management- What, Why & How?• Incident Management Process & Workflow• KPIs & Priority Matrix• Problem Management- What, Why & How?• Problem Management Process & Workflow

What is ITIL?

Good Practices to Manage IT operations & services

ITIL

Is it Complicated?

What Do You Gain?

• Improved IT Service• Less impact of failure on Business• Better User Satisfaction• Good Quality Service

Incident Management

What is Incident?

Disruption that affects the user and the business

Why Manage Incidents?

• Minimize Negative Business impact

• Improve User Support

Priority Matrix

Incident Management Process

Identification

Logging

Categorization & Prioritization

Escalation

Closure

Incident Management KPIs

The Key to Success

• Reduced Service Interruptions• Decrease in

Number of Incidents• Permanent Solutions• Increase in First-time fix rate

Make it Simple & Effective

How?• Choose the right tool• Automate the processes• Up-to-date Knowledgebase• Integrate with other IT

processes

Tips to Choose the Right Tool

• Manage Incident Life Cycle• Handle SLAs & Escalations• Differentiate Incidents from SRs• Ability to Report• Manage KPIs• Self-service Portal for Users• Integrated Knowledgebase

ITSM Tools

Problem Management

What is a Problem?

• Require an Expert analysis

• Find the underlying root cause

• One or more incident reported for the same service failure

Why ManageProblems?

• Find Root cause for a failure• Prevent recurrence of Incidents

How?

• Proactive Problem ManagementTrend AnalysisIdentify weakness in IT

infrastructure• Reactive Problem Management

Problem ControlError Control

Proactive Problem Management

Trend Analysis

•Network Monitoring Software•Analysis Report

Preventive Action

•Self-service Portal•Knowledge base articles

Reactive Problem Management

Error Control

Knowing the “Known Error”

To Conclude:

• Diagnose the root cause of the problem• Provide either a temporary fix or workaround

to the problem• Control the error by leaving the fix in place or

permanently repairing the condition

Thanks

More Info

www.servicedeskplus.com

Email

hima@manageengine.com

Twitter

https://twitter.com/hi2hima