Transcription of White Paper - itsmcampus.com
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White Paper - itsmcampus.com
White PaperIncident management :A CA IT Service ManagementProcess MapPeter Doherty Senior Consultant, Technical Service, CA, Waterhouse Director, Product Marketing, Business ServiceOptimization, CA 2006 Table of ContentsIntroduction ..3 incident management .. 4 Event ..4 Detect ..4 Record ..4 Investigate and Diagnose ..7 Optimizing the incident management Journey ..7 Potential Issues with incident the Authors ..823 IntroductionCA s IT Service management (ITSM) process Maps providea clear representation of the ITIL best practice use the analogy of subway or underground systemtransport maps to illustrate how best to navigate a journeyof continuous IT service improvement.
Incident Management The objective of the Incident Management process is to return to a normal service level, as defined in a Service Level Agreement, as quickly as possible with minimum
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