Technology Supporting CSI

Question 1

IT Service Mgmt Suites

Answer 1

THe func of these tools provide a rich source of data and may of the inputs to CSI such as:
Incident Records
Problem Records
Change Records
Configuration Data
Relelases 
Service Level Mgmt
Automated Incident Resoltution

Maybe more–customer surveys, Supplier data etc.

Question 2

Event Mgmt

Answer 2

Events are typicall created by an IT Service CI or monitoring tool
Events can be programmed to communicate operational info as well as warning and exceptions
Warning and exception events are created when a tool senses a threshold has been met or an error condition is discovered
Supports CSI by providing info on avialability impact and performance threwshold that have exceeded related to capacity or utilisation

Question 3

Systems and network mgmt

Answer 3

Usually specific to tech platforms
Generate error messages for event mgmt that feed the incident mgmt and availability mgmt
…

Question 4

Performance Mgmt

Answer 4

analysis of response times, transaction and traffice through and utuilisation levels provides data into finding CSI opps
-workload asssessment with predictive trend analysis of growth and required capacity funds and verifies CSO opps
The construction of performance, resource and adata usage profiles enableing the comparis of actual utilisation with planned models help verify CSI opps
Predictive perfoamncae tech enabling the evaluation of tuning alternitives.
..