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Summary
Reference
Purpose
The Incident functional component facilitates normal service operations restoration as quickly as possible and minimizes the impact on business operations, thus optimizing service quality and availability. Service restoration can be facilitated through the following means:
- In partnership with the Service Monitoring functional component, filter end-user Interactions and determine which ones should be associated with Incidents.
- Detect Incidents, investigate the impacts across all domains (server, network, security, etc.), and determine the correct action to take.
- Initiate change and/or remediation activity for some categories of Incidents.
An Incident is defined as an unplanned interruption to an IT service or reduction in the quality of an IT service as defined within the Service Contract related to the IT service. Failure of a CI that has not yet affected a service is also an Incident; for example, failure of one disk from a mirror set.
An Interaction is a record of any end-user contact with the service desk agent. In some cases, either the service desk agent or self-service knowledge can resolve the Interaction without creating and managing an Incident. In other cases, an Interaction can be associated with an existing Incident (eliminating the need for Incident creation and correlation). When an Interaction cannot be associated with an existing Incident because it requires additional clarification, diagnostics, or support actions, a new Incident will be created.
Main Functions
The Incident functional component:
- Shall be the system of record for all Incidents.
- Shall manage the state escalation paths and general lifecycle of the Incident.
- Shall allow an Incident to be initiated from an Event.
- Shall create an Incident when an Interaction cannot be associated with an existing Incident because it requires additional clarification, diagnostics, or support actions.
- Shall create an association between the Incident data object and the related Actual Service CI(s).
If a Defect functional component exists, the Incident functional component:
- May initiate the creation of a Defect when Incident diagnostics determines that an emergency fix is required from development for resolution. The Defect is created and forwarded to the Defect functional component in the R2D Value Stream.
If a Diagnostics & Remediation functional component exists, the Incident functional component:
- Can trigger the execution of a Run Book (either automated or manual) to provide diagnostic information or remediation steps.
If a Problem functional component exists, the Incident functional component:
- May create a Problem record when the Incident is severe, requires further deep investigation, or is repeating.
If a Change Control functional component exists, the Incident functional component:
- Can trigger the creation of an RFC in order to implement a fix to the Incident fault.
If a Self-Service Support functional component (R2F Value Stream) exists, the Incident functional component:
- Can allow the initiation of an Interaction or an Incident.
If a Service Level functional component exists, the Incident functional component:
- Can provide business measurements of Incident data.
Example of HPE Products that may contribute to this Functional Component
- Service Manager
- Service Anywhere
Generated: 1/11/2017 8:08:01 AM