ITIL: coming soon
OIT is implementing a common language and methodology for IT processes and planning. The Information Technology Infrastructure Library ("ITIL") provides that language and methodology. There are 5 ITIL phases and 22 processes. OIT has identified 7 ITIL processes for initial implementation.
While OIT is taking the lead on ITIL implementation, Morris will eventually follow. IT staff are encouraged to become familiar with the following processes:
- Service Portfolio Management
- Change Management
- Asset and Configuration Management
- Knowledge Management
- Incident Management
- Problem Management
- Event Management
Let's take a closer look at Incident Management:
The ITIL definition is "Incident Management: An Incident can be defined as an unplanned interruption to an IT service or reduction in the quality of an IT service. An Incident will have an impact on the service, although it may be slight and may even be transparent to customers. An example of an Incident is an application outage."
Incident Management refers to ownership of Incidents through their lifecycles. An Incident Lifecycle consists of logging, categorizing, prioritizing, initial diagnosis, incident escalation, investigation and diagnosis, resolution and recovery, and closure.
A user calls the service desk or a potentially high priority event is logged
The Critical Incident Manager is notified of the incident and determines if the incident is high priority and if there is a known workaround
If the incident is high priority, the Critical Incident Manager escalates the incident to tier 2 or tier 3 support to begin working on a resolution. Then convenes a "war room" consisting of the service desk, business owner, technical expert, and on-duty manager if needed updates system status
The Critical Incident Manager monitors progress of the resolution and maintains communication with the service desk, management and the business/application owner. System status will be updated frequently with new/updated information as needed
Once a work-around or fix is discovered, that information is passed to the relevant parties, including the service desk
Post-mortem and root cause analysis are done