Gestión de incidentes {IM}

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Objetivo

Monitorizar el entorno de IT para el cumplimiento de esos niveles de servicio predeterminados y escalar adecuadamente incidentes en la entrega de servicio cuando surjan.

Cuando un usuario experimenta un incidente el proceso de Gestión de Incidencias asegurará que el servicio del usuario estará conectado de nuevo tan pronto como sea posible.

Actividades

• Actividades de la gestión de incidentes:
• Detección y grabación del incidente
• Clasificación y apoyo inicial
• Investigación y diagnóstico
• Resolución y curación
• Cierre del incidente
• Monitorización, rastreo y comunicación

Encargado de Incidentes

Un administrador o encargado de incidentes tiene las responsabilidades sobre:

• Llevar la eficiencia y la efectividad de los procesos de los procesos
• Producir el manejo de los informes y métricas
• Manejar el trabajo de los empleados del soporte de incidentes
• Monitorizar la efectividad del manejo de incidentes y de las recomendaciones principales para el mejoramiento
• Desarrollar y mantener el sistema de gestión de incidentes

Tips

Restoring services is a PRIMARY objective of Incident Management
ALL calls should be logged
Incident -> Problem -> Known Error -> Change

Preguntas de ejemplo

Salesmen are able to use their laptops from hotels to obtain information on travel routes and travelling times. On several occasions they have found that when a certain modem had been installed, communication was unsatisfactory. A temporary solution to this fault has been identified. Which processes other than Incident Management are involved in achieving a structural solution?

A Change, Configuration, Release & Problem Management
B Only Configuration, Problem & Release Management
C Only Change & Release Management
D Only Change, Release & Configuration Management
E Only Problem & Release Management

A trend analysis of incident data that over 30% of incidents regularly recur. Which of the following activities will contribute most to cutting down the percentage of regularly recurring incidents?

A A presentation to the board of directors to explain the importance of Problem Management
B Implementation of the Problem Management process
C The selection of an appropriate tool to log all incident data more accurately
D The introduction of a single Service Desk number so customers know who to contact

Which of the following data is least likely to be used in the incident control process?

A Incident category
B Make/model of faulty item
C Impact code
D Cost of faulty item

If a customer complains that service levels are below those agreed in the SLA, apparently due to a number of related hardware incidents, who is responsible for ensuring the cause is investigated?

A The Incident Manager
B The Capacity Manager
C The Problem Manager
D The Availability Manager