Incident manegment process at Catholic University of America Essay

Incident manegment process at Catholic University of America - Essay ExampleThis could include the use of a service desk which acts as a link between the end exploiters and the technical staff diagnosing the fortuity. The service desk updates the users on the progress of eff being resolved. Incident Management Cycle Incident life cycle involves discovery and listing, sort outing and previous intervention, inspection and analysis, solution and revival, misfortune closure, possibility ownership, follow up and evaluation, tracking and communication. To avoid IT business disruptions as a result of system failures, it is important to plan and implement programs to optimize IT service steering. This begins with the analysis and coalition of the current and future business requirements and appropriate IT services provided. More serious incidents must be prone precedence/priority where there are a number of incidents to be dealt with at the same time, where the user must be consult ed and reference made to the Service Level Agreement (SLA). To prioritize, urgency and impact of the incident to the user and the business must be evaluated (Office of Government Commerce 31). An incident that may not be resolved by first line support staff should be escalated to more expertise or authority. This could be either functional (horizontal) or Hierarchical (vertical) escalation. 1. Listing of Accepted Incidents Any section of the IT base of operations may cause incidents to happen including computer operations, networking, service desk itself, procedures etc but these are unremarkably reported by users. Detection systems can however be used to trap events taking place with the IT infrastructure. Incident management is related to other processes such as configuration management, problem management, change management, service level management, handiness management, and capacity management (Office of Government Commerce 33). 2. Incident Grouping and Preliminary Intervent ion This involves grouping the incidents in some identified criteria. Services related to the incident are identified with callable regard to the SLA. A support group is selected if support staff cannot resolve the incident issue a support group is determined as part of functional escalation and based on incident categorization. An aspect of timelines here is lively involving informing the affected business user about the estimated amount of time expected to resolve the issue, with due updates on progress also provided. Incidents are also matched to determine whether similar ones occurred previously, thus helping on diagnosis and solution turnaround. 3. Solution and Revival Following an incident resolution, a record is made in the system for a Request for Change (RFC) submission to change management where necessary or/and appropriate. The RFC should usually lead to a solution (Office of Government Commerce 35). 4. Closure With a solution in place, the incident is routed back to t he service desk by the support group. Service desk then informs the user to check if indeed the incident has been resolved thereby closing the incident and incident record updated to show final category and priority, affected users and components which have been identified as causes of the incident. If user is not comfortable with the solution, the process can be reinitiated at the appropriate stage. 5. Incident Monitoring and Evaluation Service desk