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ITIL Process

An incident is an unplanned interruption or degradation of service, while incident management aims to restore normal service operation as quickly as possible. A major incident is one that significantly impacts or demands an urgent response beyond routine processes. Problem management prevents incidents caused by recurring problems. Change management ensures standardized and controlled handling of all changes to minimize impact. Changes include additions, modifications or removals and are categorized as standard, normal or emergency, with emergency changes repairing errors severely impacting business. The Change Advisory Board assesses changes' business reasons and impacts, and approves production changes.

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Allison Rodriguez
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69 views

ITIL Process

An incident is an unplanned interruption or degradation of service, while incident management aims to restore normal service operation as quickly as possible. A major incident is one that significantly impacts or demands an urgent response beyond routine processes. Problem management prevents incidents caused by recurring problems. Change management ensures standardized and controlled handling of all changes to minimize impact. Changes include additions, modifications or removals and are categorized as standard, normal or emergency, with emergency changes repairing errors severely impacting business. The Change Advisory Board assesses changes' business reasons and impacts, and approves production changes.

Uploaded by

Allison Rodriguez
Copyright
© © All Rights Reserved
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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What is Incident?

An incident is an unplanned interruption or degradation of service.


Incident Management:
The incident management process is to restore a normal service operation as
quickly as possible and to minimize the impact on business operations, thus
ensuring that the best possible levels of service quality and availability are
maintained.
Major Incident Management:
A major incident is defined as an event which has significant impact or urgency for
the business/ organization and which demands a response beyond the routine
incident management process.
A major incident will be an Incident that is either defined in the major incident
procedure or which:

May either cause, or have the potential to cause, impact on business critical
services or systems (which can be named in the major incident procedure);
Or be an incident that has significant impact on reputation, legal compliance,
regulation or security of the business/organization.

Problem:
A cause of one or more Incidents or particular incident repeats more than n times. N
will be defined based on customer requirements
Problem Management:
Problem Management is the process responsible for managing the lifecycle of all
problems. The primary objectives of problem management are to prevent problems
and resulting incidents from happening, to eliminate recurring incidents, and to
minimize the impact of incidents that cannot be prevented.
Change:
All the Requests which results in the change of CMDB.
Change Management:
Ensure Standardized methods & procedures are used for controlled, efficient, and
prompt handling of all Changes, in order to minimize the impact change related
incidents upon service quality and improve day to day operations of organization
CMDB-Configuration Management Database
POA-Plan of Action
RFC-Request for Change
The scope of change management
The addition, modification or removal of authorized, planned or supported service or
service component and its associated documentation.

Types of Change:
1. Standard
2. Normal
3. Emergency
Standard changes (pre-authorized):
A standard change is a change to a service or infrastructure for which the approach
is pre-authorised by change management that has an accepted and established
procedure to provide a specific change requirement
Normal change:
A normal change refers to changes that must follow the complete change
management process. Normal changes are often categorized according to risk and
impact to the organization/business. For example, minor change low risk and
impact, significant change medium risk and impact and major change high risk
and impact.
By definition a normal change will proceed through all steps of the change
management process and those that are
Categorized as medium or high risk will be reviewed by the Change Advisory Board
(CAB)"
Emergency Change:
"Emergency change is reserved for changes intended to repair an error in an IT
service that is impacting the business to
a high degree or to protect the organization from a threat."
The Change advisory board (CAB) is a team of people made up of IT
management and subject matter experts. It is chaired by the Change Manager. The
mission of the Change advisory board is to plan and monitor the changes introduced
into the IT environment.

Responsibilities include ensuring the following things are present for every
change:
Assesses Business reason and Business Impact

Available Change Plan and Recovery Plan exist.

Assesses technical impact and approves changes to the production


environment.
Reviews the status of a change throughout the change process

Determines how to correct any identified problems.


A post installation review of the completed change to ensure proper and
successful implementation

Emergency Change advisory board (ECAB): A sub-set of the Change


Advisory Board who makes decisions about high impact Emergency Changes.
Membership of the ECAB may be decided at the time a meeting is called, and
depends on the nature of the Emergency Change

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