IS Operation " Incidents

and Problem Management"

Support/help Desk '
GROUP 1:
Anonuevo, Jerico
Briones, Veronica
Jose, Darlene Jiana
Panganiban, Rosemarie
Valero, Aerah Mae
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 LEARNING OBJECTIVES:
Define Service Operation
Define service desk/help desk, Incident and problem
management
Describe incident and problem management process
Differentiate Incident and Problem Management
Understand the role and responsibilities of an Incident
Manager
INFORMATION SYSTEM
OPERATIONS
Encompasses day-to-day control of the
information systems, application and
infrastructure that support organizational
objectives and processes.
Responsible for ongoing support for an
organizations computer and IS environment
 IT SERVICE OPERATION
Involves managing the smooth delivery of IT services with
the ultimate goal of delivering value to the business.

Main objectives:
Minimize the impact of outages on business
activities.
Deliver and support the agreed services effectively
and efficiently.
Maintain access for authorized customers.
SERVICE OPERATION FUNCTIONS

1 SERVICE DESK

2 TECHNICAL MANAGEMENT

3 IT OPERATIONS MANAGEMENT

4 APPLICATION MANAGEMENT
example
 service desk and
help desk
SERVICE DESK is the single point of contact between the
service provider and the users. A typical service desk manages
incidents and service requests, and also handles
communication with the users.

HELP DESK a group of people who provide help and

information usually for electronic or computer problems.
 Business centric-focuses User-centric – focuses on
on the business. the end-user.

Deals with incident Considered to be focused on

management and service break-fix
requests.
Tactical in outlook
Strategic in outlook
Reactive Service
Proactive Service

SERVICE DESK VS. HELP DESK

SERVICE DESK OBJECTIVES:
Logging all incidents and service request
Providing first-line investigation and diagnosis
Resolving incidents/service requests they are able to
Escalate, if needed, unresolved problems
Communication with users- keeping users informed
of progress
Closing all resolved incidents, requests and other
calls
Conducting customer/user satisfaction callbacks/
surveys
it service operation
ACTIVITIES
1 2 3

EVENT INCIDENT PROBLEM

MANAGEMENT MANAGEMENT MANAGEMENT

4 5

REQUEST ACCESS
FULFILLMENT MANAGEMENT
What is an
incident An incident is an unplanned disruption to an IT
service, that interferes with the business operations
of an organization.

Incident management

Restoring the normal Service operation as

quickly as possible and minimize the adverse
impact on business operations, thus ensuring
that agreed levels of service quality are
maintained
 Incident consits of the following 7 stages:

1. IDENTIFICATION 4. PRIORITIZATION

5. ASSIGNMENT 7. CLOSURE
2. LOGGING

3. CATEGORIZATION 6. RESOLUTION
Identification
IT IS ESSENTIAL THAT INCIDENTS ARE RESOLVED IN THE SHORTEST
POSSIBLE TIME, BECAUSE EACH REPRESENT BUSINESS DISCRUPTION

LOGGING
ALL INCIDENTS MUST BE LOGGED,NO MATTER HOW THEY ARE
IDENTIFIED

UNIQUE REFERENCE NUMBER

INCIDENT CATEGORY
INCIDENT IMPACT,URGENCY AND PRIORITY
DATE/TIME OF EVERY UPDATE, FROM LOGGING TO CLOSURE
NAME OF WHO LOGGED AND UPDATE THE INCIDENT
FULL USERS CONTACT DETAILS
ASSIGGNEE GROUP AND INDIVIDUAL
INCIDENT CATEGORIZATION
CATEGORIZATION IS THE PROCESS OF ARRANGING INCIDENTS AND
PROBLEMS INTO CLASSES OR CATEGORIES. THE MAIN OBJECTIVE IS TO
UNDERSTAND WHAT TYPE OF INCIDENT HAS OCCURRED

PRIORITIZATION
AN INCIDENT'S PRIORITY IS DETERMINED BY ITS IMPACT ON USERS
AND ON THE BUSINESS AND ITS URGENCY.

ASSIGNMENT
THIS IS WHERE A SERVICE DESK TECHNICIAN IS ASSIGNED TO THE
INCIDENT. ONCE ASSIGNED, THE TECHNICIAN WILL START TO
INVETIGATE AND DIAGNOSE WHAT THE ISSUE IS.

Investigation and Diagnosis

INVOLVES TRYING TO ASCERTAIN WHAT HAS HAPPENED AND HOW THE INCIDENT
CAN BE RESOLVED
resolution
POTENIAL INCIDENT RESOLUTION SHOULD BE TESTED TO ENSURE THAT
THEY ACTUALLY RESOLVE THE ISSUE COMPLETETLY WITH NO
UNINTENTED CONSEQUENCES.

closure
CONFIRMATION
SATISFACTION SURVEYS
 Problem Management
Problem Management is an IT service management
process that is tasked to prevent incidents from occurring,
and if incidents occur, prevent them from occurring again.

The IT Infrastructure Library (ITIL) provides the

following definitions for usage within this process:
Problem: The cause of one or more incidents.
Error: A design flaw or malfunction that causes a failure of one or more IT services
or other configuration items
Known Error: A Problem that has a documented root cause and workaround
Root cause: The underlying or original cause of an incident or problem
 Problem Management may be:
• Proactive
• Reactive

Although Problem Management is its own

process, it is dependent on an effective Incident
Management process
 Problem Management Process Flow

1. Problem Detection
2. Problem Logging
3. Problem Categorization
4. Problem Prioritization
5. Investigation and Diagnosis
6. Workaround
7. Create Known Error Record
8. Resolution & Closure
9. Major Problem Review
 1. Problem Detection
- problems can be detected through an Incident report,
ongoing incident analysis, and automated detection by
an event management tool

2. Problem Logging
-must by logged with all relevant details, including date/time, user
information, description, related Configuration Item from the
CMDB, associated Incidents, resolution details and closure
information.

3. Categorization
4. Prioritization
Configuration
management
database
5. Investigation and Diagnosis
- will take place based on the impact, severity and urgency of
the Problem in question.

6.Workaround
- a solution that reduces or eliminates the impact or
probability of an incident or problem for which a full
resolution is not yet available.

7. Create Known Error Record

- Recording this information leads to less
downtime if the problem triggers an incident.
 8. Resolution & Closure
- the final activity in Problem Control. However, a
recommended activity of ITIL Problem Management is
to periodically review the resolution / closure codes

9. Major Problem Review

The goal of a major Problem review is to continually
improve the Problem Management process for
responding to major business issues.
 To restore normal To ensure that problems
operation as quickly as are identified and
possible resolved
To deal with all incidents To eliminate recurring
consistently incidents
To assist service desk To minimize the impact
of the incidents of the
problems that cannot be
prevented.

INCIDENT MANAGEMENT VS. PROBLEM

MANAGEMENT
BASIC CONCEPT
INCIDENT
MANAGER
 INCIDENT MANAGER
OVERVIEW
Incident manager
The process of handling all incidents throughout
their lifecycle.

Incidents are raised over email, phones and

through web based and event management
tools.
 Role of an Incident
Manager in General
ENSURE TECHNICAL SUPPORT TEAMS FOLLOW THE INCIDENT
MANAGEMENT PROCESS DURING INCIDENT RESOLUTION.
PRODUCE MANAGEMENT AND KPI REPORTS. (KPI - KEY PERFORMANCE
INDICATOR)
ASSESS EFFECTIVENESS OF THE INCIDENT MANAGEMENT PROCESS AND
MAKE RECOMMENDATIONS FOR IMPROVEMENT.
AUDIT THE INCIDENT MANAGEMENT PROCESS
Role of an Incident Manager
During Major Incidents

ASSESS THE PRIORITY OF AN INCIDENT

BASED ON URGENCY AND IMPACT.

BRING TECHNICAL SUPPORT TEAMS ON

BRIDGE TO LEAD SERVICE RESTORATION
 Known Error Database
WHAT IS KNOWN ERROR
DATABASE?
A KEDB IS A DATABASE OF ALL SUCH
KNOWN ERRORS, RECORDED AS THEY ARE
AND WHEN THEY HAPPENED – AND THEY'RE
MAINTAINED OVER TIME.
A KNOWN ERROR DATABASE, THEN, TRACKS ALL OF THE
KNOWN ERRORS WITHIN THE IT’S JURISDICTION, WHICH IS
TYPICALLY AN ENTIRE SYSTEM OR EVEN ORGANIZATION.
IDEALLY, THE KEDB INCLUDES:

DESCRIPTIONS OF HOW/WHEN THE ISSUE WILL APPEAR,

INCLUDING A DESCRIPTION OF THE INCIDENT FROM THE
USER’S POINT OF VIEW
SCREENSHOTS OF THE INCIDENT(S) AND PROBLEM
TEXT OF ERROR MESSAGES
WORKAROUNDS (TEMPORARY SOLUTIONS) THAT HELP
THE USER HANDLE THE PROBLEM AND RETURN TO
PRODUCTIVE WORK WITH MINOR TO NO DELAY
RESOLUTIONS, IF THE INCIDENT AND PROBLEM HAVE
OCCURRED AND PREVIOUSLY BEEN SOLVED
activity
time!
Thanks for
listening!