(1) The underlying cause of one or more incidents whose root cause is usually not known. (2) The words “problem” and “call” or "issue" are often used informally as all-encompassing terms for customer requests received from various communication channels. #ProblemManagement #ITIL #ITSM ...
The highest category of impact and urgency for an incident ; a major incident results in significant disruption to the business. #ITSM #ITIL #ProblemManagement #IncidentManagement
The analysis of changes in a given item of information over a period of time. #MultichannelSupport #ProcessManagement #Metrics #SupportOperations #WorkforceManagement #ServiceQuality #Staffing #RootCauseAnalysis #ProblemManagement
Anything that might exploit vulnerability. Any potential cause of an incident can be considered a threat. For example, a fire is a threat that could exploit the vulnerability of flammable floor coverings. This term is commonly used in information security management and IT service continuity...
A temporary solution that reduces or eliminates the impact of an incident for which a permanent resolution is not yet available. Workarounds may be used indefinitely when the cost of a permanent fix outweighs the benefits of a permanent resolution. #ITSM #SupportOperations ...
Availability management is responsible for ensuring that all ITinfrastructure , processes, tools, roles, etc. are appropriate for the agreed-upon service level targets for availability. #ProcessManagement #ITIL #Processes #ITSM #ProblemManagement
The process responsible for managing the lifecycle of all problems . Problem management proactively prevents incidents from happening and minimizes the impact of incidents that cannot be prevented. #ServiceLevel #ITSM #IncidentManagement #ITIL #ProblemManagement ...
Core IT service management processes that have an operational focus, including incident management , problem management , configuration management , change management , and release management. Service support also includes the service desk . #ChangeManagement #IncidentManagement ...
A described set of elements, IT and non-IT, supported by the IT service provider, that fulfills one or more of the customer’s needs, supports the customer’s business objectives, and which the customer perceives as a coherent whole. #OLA #ServiceProvider #SecurityManagement ...
The analysis performed to eliminate problems reported to a support center. Once you understand the symptoms of the problems reported and the underlying root cause of the problem, a final fix can be put in place that eliminates the problem from the infrastructure, application, or business...