VMware Monitor
Incident Management
There should be a close interface between the Incident Management process and the Problem Management and Change management processes as well as the function of Service Desk. If not properly controlled, Changes may introduce new Incidents. A way of tracking back is required. It is therefore recommended that the incident records should be held on the same CMDB as the Problem, Known Error and Change records, or at least linked without the need for re-keying, to improve the interfaces and easy interrogation and reporting.Incident priorities and escalation procedures need to be agreed as part of the Service level Management process and documented in the SLAs.
The Problem Management process requires the accurate and comprehensive recording of Incidents in order to identify and efficiently the cause of the Incidents and trends. Problem Management also needs to liaise closely with the Availability Management process to identify these trends and instigate remedial action.
More on Incident Management
Read more on Incident Management here:
Definition »
Escalation »
Incidents logging »
Major incidents »
Scope »
Priority of incidents »
Closing incidents »
Other ITIL Processes
In order to have a good understanding of ITIL and the importance of configuration management, we first define what ITIL is: ITIL is literally a collection of documentation.
This documentation can help IT organizations implement the best practices. The documentation grows and grows as more successful techniques are documented and guidelines established for what can make others successful. The latest ITIL resources are published by the UK Office of Government Commerce (OGC).
Integrated service delivery refers to the need for Configuration Management, Change Management, Incident Management, Problem Management and Release Management processes that are linked together in a meaningful manner. For example, the process of releasing components to the live environment (the domain of Release Management) is also an issue for Configuration Management and Change Management whilst the Service Desk is primarily responsible for liaison between IT providers and the Users of services. This section highlights the links and the principal relationships between all the Service Management and other infrastructure management processes.
ITIL processes fall under Operational Layer or Tactical Layer, as follows:
| Operational Layer: | Configuration Management - Service Desk Management - Incident & Problem Management - Change Management - Release Management |
| Tactical Layer: | Service Level Management - Availability Management - Capacity Management - Continuity Management - Financial Management |