Maintain And Support Flashcards
Service desk — ENTRY POINT
Capture demand for incidents and requests
Entry point and single point of contact
Focus of people and business NOT JUST TECHNICAL SKILLS
- includes the classification and ownership of queries and requests from users
Incident management
Minimised negative impacts by restoring normal service as quickly as possible
LOG CATERGPRISE PRIORITSE
💜Detailed procedures for diagnoses of incidents IS NOT DONE IN INCIDENT MANAGEMENT
💜initiate disaster recovery
Problem management — FIND ROOT OF ISSUE
Reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents
Managing work rounds and known errors
PHASES
-problem identification
-Problem control
-Error control
Service request management — DAY TO DAY CRAP
Support agreed quality of service by handling predefined user initiated requests in a friendly manner 
Initiation > Approval> Fulfilment
Management throughout
Well designed processes and procedures
Monitoring an event management
Systematically observe services and components
record report selected changes of state identified as events
Incident
Unplanned interruption that reduces quality of service 
Problem
Cause/potential cause of one or more prior current or future incident
Known error
A problem that has been analysed but not resolved
Workaround
Solution that reduces/eliminates impact but doesn’t resolve
Service request
Initiates a service action that has been agreed as a normal part of service delivery
Event
Any change of state that has significance for the management of the service or CI?
Continual improvement
What is the vision?
Where are we now?
Where do we want to be?
How do we get there?
Take action
Did we get there?
How do we keep going?
WWWHTDH
Should be driven by data 
