IS IT Service Management
To "Control", "Direct", apply "Rigour & Discipline" to assure the integrity
of the infrastructure & Applications.
Ensure adequate capacity exists at all times.
The ability to Measure & Report upon ones performance.
Maintain tight security.
Incident management
The term "Incident" is applied to any occurence of a failure of the infrastructure which results in remedial action to be undertaken.
Incident Management is the process of raising fault calls (incidents) and managing them through to their complete resolution and reported upon accurately.
Process Objectives
>To provide a Single Point of Contact for customers to register their Incidents.
>Provide analysis of the fault and apply an immediate fix where possible .
>Referral to other expert domains and third parties if unable to fix first time.
>Progress chase all parties until incident is completley rectified.
>Capture all incident details and timings for Service Level Reporting.
>Keep the customer and management informed of incident progression at all times.
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