Transcript HCI-ITIL Video

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Service Design – Figure 4.15 Expended Incident Lifecycle
Optimum
Service Design – Figure 4.15 Expended Incident Lifecycle
An aim of Availability Management is to ensure the
duration and impact from incidents impacting IT services
are minimized, to enable business operations to resume as
quickly as is possible.
The analysis of the 'expanded incident lifecycle' enables the total IT service downtime for any
given incident to be broken down and mapped against the major stages through which all
incidents progress (the lifecycle). Availability Management should work closely with Incident
Management and Problem Management in the analysis of all incidents causing unavailability.
Service Design – Figure 4.15 Expended Incident Lifecycle
Service
Available
Service Design – Figure 4.15 Expended Incident Lifecycle
Service
Available
Service
Available
Service
Available
Service
Available
Service Design – Figure 4.15 Expended Incident Lifecycle
Service
Available
Service
Available
Service
Available
Service
Available
Service
Available
Service
Available
Time to Restore
Time to
Restore
Service
Available
Time to
Restore
MTRS – Mean Time to Restore – the average time to restore
service measured from the start of the incident until the
service is verified as in the same operational state as
before the incident.
Service Design – Figure 4.15 Expended Incident Lifecycle
Service
Available
Service
Available
Time Between
Incident
Service
Available
Time Between
Incident
MTBSI – Mean Time Between Service Incidents – the
average time between service incidents.
Service Design – Figure 4.15 Expended Incident Lifecycle
Service
Available
Service
Available
Service
Available
Time Between
Failure
Service
Available
Time Between
Failure
MTBF – Mean Time Between Failures – the average time
between the restoration of a service and a subsequent
failure.
Service Design – Figure 4.15 Expended Incident Lifecycle
Service
Available
Service Design – Figure 4.15 Expended Incident Lifecycle
Detection - the time at which the IT service provider
organization is made aware of an incident.
Service Design – Figure 4.15 Expended Incident Lifecycle
Service Restored
Incident Start
Detect
Diagnose
Service Restored
Incident Start
Detect
Diagnosis - the time at which diagnosis to determine the
underlying cause has been completed.
Service Design – Figure 4.15 Expended Incident Lifecycle
Diagnose
Repair
Service Restored
Incident Start
Detect
Repair - the time at which the failure has been repaired/fixed
.
Service Design – Figure 4.15 Expended Incident Lifecycle
Diagnose
Repair
Service Restored
Incident Start
Detect
Repair - the time at which the failure has been repaired/fixed
.
Service Design – Figure 4.15 Expended Incident Lifecycle
Service Restored
Incident Start
Detect
Diagnose
Repair
Recover
Recover - the time at which component recovery has been
completed.
Service Design – Figure 4.15 Expended Incident Lifecycle
Service Restored
Incident Start
Detect
Diagnose
Repair
Recover
Restore
Restore - the time at which normal business service is
resumed.
Service Design – Figure 4.15 Expended Incident Lifecycle
Service Restored
Incident Start
Detect
Diagnose
Repair
Recover
Restore
Restore - the time at which normal business service is
resumed.
Service Design – Figure 4.15 Expended Incident Lifecycle
Incident
Incident
Time Between Incidents
Service Design – Figure 4.15 Expended Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Incident
Restoration
Incident
Time to Repair (Downtime)
Uptime
Dectection
Elapsed
Time
Recovery
Time
Restortion
Time
Time to Repair (Downtime)
Service Design – Figure 4.15 Expended Incident Lifecycle
Incident
Restoration
Repair
Diagnosis
Dectection
Incident
Response
Time
Uptime
Service Design – Figure 4.15 Expended Incident Lifecycle