ITIL Poster – ITIL Incident Management 2016-10-24T06:48:44+00:00
ITS Poster - Incident Management

Termini ITIL seminara, Zagreb

ITIL Foundation 4-6.9/2017
ITIL Service Design 19-21.9.2017.
ITIL CSI 10/2017
ITIL Foundation 10/2017
ITIL PRACTITIONER 10/2017.
ITIL Service Strategy 11/2017.
ITIL Service Transition 11/2017.
ITIL Service Operation 12/2017
ITIL Expert – MALC 12/2017.

ITIL Incident Management process

ITIL Service Operation

Portfolio Management

Demand Management

Service Level Management

Design Coordination

Incident Managemnt

Problem Management

Access Management

7 step Improvement Process

Purpose

To restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. (‘Normal service operation’ is defined here as service operation within SLA limits.)

Triggers

  • user contacts the service desk
  • user completes a web-based incident-logging screen
  • event management tool automatically raises the incident
  • technical staff notices potential failures and raise an incident or ask the service desk to do so
  • suppliers sending notification of a potential or actual difficulty

Triggers

  • user contacts the service desk
  • user completes a web-based incident-logging screen
  • event management tool automatically raises the incident
  • technical staff notices potential failures and raise an incident or ask the service desk to do so
  • suppliers sending notification of a potential or actual difficulty

Triggers

  • user contacts the service desk
  • user completes a web-based incident-logging screen
  • event management tool automatically raises the incident
  • technical staff notices potential failures and raise an incident or ask the service desk to do so
  • suppliers sending notification of a potential or actual difficulty

Jezici koje govorimo: hrvatski, engleski i njemački.

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