Incident Management: ITIL 4 Practice Guide Flashcards
What’s the purpose of the incident management practice?
Minimize the negative impact of the incidents by restoring normal service operations as quickly as possible.
Definition of incident
An unplanned interruption to a service or reduction in the quality of a service.
Definition of Incident Model
A repeatable approach to the management of a particular type of incident.
Known errors
Definition of Major Incident
An incident with significant business impact, requiring an immediate coordinated resolution.
What is the model for manage all major incidents?
- Distinguish major incidents from disasters.
- Define major incident manager (MIM).
- Define temporary team to investigate and resolve a major incident.
- Inlcude other dedicated resources (including budget).
- Agreed model of communications with users, customers, etc.
- Agreed procedure for review and follow-up activities.
Definition of Workaround
A solution that reduces or eliminates the impact of an incident or problem for which a full resolution is not yet available. Some workarounds reduce the likelihood of incidents.
Definition of Technical debt
The total rework backlog accumulated by choosing workarounds instead of systemics solutions that would take longer.
Definition of Practice success factor
A complex functional component of a practice that is required for the practice to fulfill its purpose.
Definition of Swarming
Enjambre
A technique for solving various complex tasks. In swarming, multiple people with different areas of expertise work together on a task until it becomes clear which competencies are the most relevant and needed.
Definition of Shift-Left approach
An approach to managing work that focuses on moving activities closer to the source of the work,
in order to avoid potentially expensive delays or escalations. In a software development context, a shift-left approach might be characterized by moving testing activities closer to (or integrated with)
development activities. In a support context, a shift-left approach might be characterized by
providing self-help tools to end-users.
Definition of Prioritization
An action of selecting tasks to work on first when it is impossible to assign resources to all tasks in
the backlog.
Definition of Task Priority
The importance of a task relative to other tasks. Tasks with a higher priority should be worked on
first. Priority is defined in the context of all the tasks in a backlog.
What are the key metrics for incident management?
Detecting incidents early.
Resolving incidents quickly and
efficiently.
Continually improving incident
management.
Definition of Process
A set of interrelated or interacting activities that transform inputs into outputs. A process takes one
or more defined inputs and turns them into defined outputs. Processes define the sequence of
actions and their dependencies.
Definition of Value Stream
A series of steps an organization undertakes to create and deliver products and services to
consumers.
