Processes Major IT Service Issue Problem for Major
Processes Major IT Service Issue Problem for Major IT Service Issue
Incident vs. Problem Incident: Fix it ASAP Problem: Keep it from happening again 2
Terms with Example Incident • Disruption to business service • 3 “I cannot withdraw money from this ATM” Major IT Service Issue ▪ Outage of a core production service Problem ▪ A cause of one or more incidents. ▪ “No one can withdraw money from this ATM. ” ▪ “No money can be withdrawn from the ATM because it was not refilled with cash. ”
Major IT Service Issue 4 ▪ Identify issue ASAP ▪ Always triggers Problem ▪ Communicate through public channels ▫ IT Status (Outage, Degradation) ▫ Tech Support ▪ Notify parties ▪ Resolve outage ▪ After-action review
Problem Management for Major IT Service Issue 5 ▪ Problem record created—associated with Major IT Service Issue and Incidents ▫ Collaborative effort across Service Now ▪ Technical notes and workaround in Problem record ▫ Communicate workaround/resolution to all associated incidents simultaneously ▪ Manage sets of incidents rather than one-by-one ▪ Service Owner identifies and addresses root cause
Benefits of Problem Process Data relationships • Association of incidents with Combined effort Find the fix Any fulfiller can link Incidents to a Problem Workarounds are kept with technical notes and easy to distinguish in records. Consistency Documentation Easier management A workaround can be sent to all users with related incidents. Technical notes about outage and workaround in one place. So are after action reviews! All incidents related to a Problem can be resolved at once instead of one-by-one. their cause • 6 Known Error database
Where to find process documentation www. tech. it. vt. edu/process 7
Next Steps for Improvement ▪ Continuous Feedback ▪ Regular Process Review ▪ Training 8
Questions?
CREDITS Special thanks to all the people who made and released these awesome resources for free: ▪ Presentation template by Slides. Carnival ▪ Hard work, time, and energy by David Duckett 10
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