ITIL

9 cards·by barryburton

What is an incident model?

Pre-Defines the steps taken to handle the process of dealing with a known incident

Explain An Information Event

Used to check on the status of a device or service, or to confirm the successful completion of an activity

Explain A Warning Event

Generated when a device or service is approaching a threshold

Explain a Exception Event

Could represent a total failure, impaired functionality or degraded performance

What Is A CI

Any Component that needs to be managed in order to deliver an IT Service

What do Configuration Items Include?

IT Services, hardware, software, buildings, people, and formal documentation such as Process documentation and SLAs

What 3 things must we do when performing Problem Closure? #1

When the resolution has been applied (and checked to make sure it works!) the Problem Record should be formally closed

What 3 things must we do when performing Problem Closure? #2

Check that the record contains a full historical description of all events - if not, it should be updated.

What 3 things must we do when performing Problem Closure? #3

The status of any related Known Error Record should be updated to show that the resolution has been applied.