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SN_ITSM_Incident-Management
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SN_ITSM_Incident-Management
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SN_ITSM_Incident-Management#Administration of IM stage - ANS-Overview reports
performance analytics dashboards
Benchmarks and KPIs
Security
#Creation and classification of IM stage - ANS-Fom design/Layout, Classification
structure, configuration item usage, inbound actions and record producers
#Investigation and Diagnosis of IM stage - ANS-State model
Priority
assigment methods
knowledge search
activity log
Notifications
SLAs
Process integrations
#Resoulution and closure of IM stage - ANS-Time to close
Incident task clouse
Surveys
50, 75, 100 - ANS-The baseline SLA workflow has triggers at __________,
__________, and __________ % of duration
7 - ANS-The default for Resolved incidents to be Closed is __________ day(s)
Activities within the Creation and Classification stage of the IM lifecycle are -
ANS-Submit new or locate existing XXX record,
Define and "categorize" XXX details, assign XXX
Activities within the Investigation and Diagnosis stage of the IM lifecycle are -
ANS-Locate assigned XXX and take ownership, analyze the symptom(s) of the XXX,
explore/research the XXX, update XXX activity, escalate (reassign) as appropriate if
additional support is required, monitor progress of the XXX resolution
Activities within the resolve and close stage of the IM lifecycle are - ANS-- Restore
service to end user
, - Update incident activity
- Communicate resolution to the end user
- Automatic or manual incident closure
An email notification can be always sent to an event creator by selecting *Send to event
creator* - ANS-on the *Advanced view* of the form
Article Used - ANS-Touchpoint between KM and IM (also between Service Desk and
IM)
Awaiting Problem - ANS-The __________ __________ On Hold Reason is the only
choice that enables any OOB UI Action in another module
Benchmarking - ANS-- % of high priority incidents resolved
- % of incidents resolved on first assignment
- % of incident resolved within SLA
- % of reopended incidents
- Average time to resolve a high proority incident
- Average time to resolve an incident
- Number of incidents created per user
Categorization driven by CI pros/cons are - ANS-Additional metadata to drive process,
reduce complexity of assignment rules / requires robust CMDB, may require tailored
scripting, CMDB must be kept updated and accurate
Caused by, Created from - ANS-Touchpoints between ChgM and IM
Changes, to - ANS-Use __________ __________ rather than *Is* when setting
notification conditions
CI Referenced - ANS-Touchpoint between CMDB and IM
coalesce - ANS-Use __________ to de-duplicate imported field values
Common, Root Cause - ANS-Touchpoints between PM and IM
Configuration activities within the Creation and Classification area of IM are -
ANS-Inbound actions, record producers, form layout, categorization, prioritization, and
XXX deflection
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