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Establishing ITIL Major Incident process
Define   1. Review Service Level Agreement(s) and Service Catalogue(s) - Working with the Business Relationship Manager and Business representatives determine the mission critical services and components. In addition consider the implications of security breaches and also software virus attacks.   2. Identify IT Service Continuity…
1375 words, last edited in the morning of 5th Mar 2013
This article is from Service Operation - Incident Management and has been viewed 33627 times.
Tags: ITIL,Major Incident,significant disruption
ITIL Incident Management, question and answer
One of the ITILnews community have sent in the following question:   "When monitoring both the components and services, duplicate events can potentially be generated for the same fault - one for the component and one for the service. What is the best practice approach to…
304 words, last edited in the morning of 13th Dec 2010
This article is from Service Operation - Incident Management and has been viewed 24324 times.
Tags: ITIL,Incident Management
Top tips for dealing with major system failures
Introduction   When it comes to computer systems, regardless of their size, two things are inevitable.   Firstly, as time goes on, they will need upgrading. As hardware becomes faster and memory becomes cheaper, the software houses are spending large amounts of time and money to…
2236 words, last edited in the morning of 22th Jun 2010
This article is from Service Operation - Incident Management and has been viewed 7801 times.
Tags: ITIL,Top tips,major system failures,computer system WILL fail
Incident Management from an ITIL perspective - ITI
Incident Management is responsible for handling all incidents.  These are classed as faults, bugs, failures or issues that have been reported by users / customers either via telephoning a Service Desk, self logging through an intranet portal or by monitoring tools.   The definition of an…
317 words, last edited in the afternoon of 1st Jun 2010
This article is from Service Operation - Incident Management and has been viewed 13672 times.
Tags: Incident Management,ITIL perspective,Service Desk,IT service,configuration items,Service Level Agreements,Operational Level Agreements
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Service Desk Incident Management
This is probably the most common ITIL discipline utilised throughout Organisations regardless of the level of ITIL maturity.  The goal of ITIL Incident Management is to restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and…
1014 words, last edited in the afternoon of 9th Oct 2006
This article is from Service Operation - Incident Management and has been viewed 26271 times.
Tags: Incident Management, ITIL maturity, ITIL Incident Management, Management Information, Incident detection, ITIL disciplines, ITIL Service Desk, Incident Management process, ITIL Problem Management, ITIL Configuration Management Database
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