ITSM - Major Incident Management Flashcards
This is a high level overview of how the MI Process works at FL. I have added in some data which isn’t necessarily followed but is correct ITSM procedure.
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STEP 1 - HIGH LEVEL INCIDENT (not MI) determined by the Service Desk - the Known Error Database will not have any fixes or workarounds.
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STEP 2 - Alert Incident Manager (Service Desk Manager or deputy). The IM will contact the UK based IM (Scottish lady - Elaine Hutton) and/or relevant subject matter expert and confirm whether to follow the MI process.
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STEP 3 - (Functional Escalation) The Service Owner for the service which is believed to be the cause of the incident is contacted. They will notify the relevant specialist teams/subject matter experts to ensure proper resource is brought in to restore the service.
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STEP 4 - A solution or workaround will be worked on. If none can be found then Problem Management can be contacted for assistance in finding another solution.
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STEP 5 - If none can be found and it is clear that SLA’s will breach then hiarcharchal escalation occurs and the UK Incident Manager will declare an MI.
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[An MI could also be triggered by an event e.g. A warning generated by the Tivoli monitoring tool may be communicated to the IM by the Capacity Management team]
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STEP 6 - An MI team is headed by the IM. This will often consist of Team Leads (i.e. myself…..) and subject matter experts. The IM has a set of email distrubution group contact lists of key business contacts who will forward any comms they receive to their respective areas. The Group contact list that is used is dependent on nature of problem e.g. a manager of a user group that uses a particular application. Service Desk can use information to update customers who contact the SD + update the intranet IT Service dashboard.
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STEP 7 - When the MI is resolved, RCA analysis should be performed. What went wrong, why did it go wrong, should we have been aware, could it have been prevented, how can we stop reoccurance, does an RFC have to be raised etc etc
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Friends Life MI Example - Datacentre and office power failure - My role was to split team into different roles - one person building extra PC’s in case of machine failures, one person acting as mobile communicator and another checking that services were back up across departments.
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Detail STEP 1
STEP 1 - HIGH LEVEL INCIDENT (not MI) determined by the Service Desk - the Known Error Database will not have any fixes or workarounds.
Detail STEP 2
STEP 2 - Alert Incident Manager (Service Desk Manager or deputy). The IM will contact the UK based IM (Scottish lady - Elaine Hutton) and/or relevant subject matter expert and confirm whether to follow the MI process.
Detail STEP 3
STEP 3 - (Functional Escalation) The Service Owner for the service which is believed to be the cause of the incident is contacted. They will notify the relevant specialist teams/subject matter experts to ensure proper resource is brought in to restore the service.
Detail STEP 4
STEP 4 - A solution or workaround will be worked on. If none can be found then Problem Management can be contacted for assistance in finding another solution.
Detail STEP 5
STEP 5 - If none can be found and it is clear that SLA’s will breach then hiarcharchal escalation occurs and the UK Incident Manager will declare an MI.
