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Deal With Production Issues - The ITIL Way

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Linpei Zhang

Introduce the Incident Management and Problem Management concept of ITIL; Descript how to management Production Issues with ideas from ITIL

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Deal with Production Issues Suggestions from ITIL
Problems to solve ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Goal ,[object Object],[object Object],[object Object],[object Object]
Basic Concepts ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Relationship of the three ,[object Object],[object Object],[object Object],[object Object]
Manage Incident vs. Manage Problem ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Common mistakes ,[object Object],[object Object],[object Object]
Solutions from ITIL ,[object Object],[object Object],[object Object],[object Object]
Incident Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Incident Management Process
Acceptance And Record ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Incident Record ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Classification ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Preliminary Support ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Match ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Investigate and Diagnosis ,[object Object],[object Object],[object Object]
Escalation by Priorities ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],C B A 8 hr 4 D C B A 6 hr 3 E,F D C B A 4 hr 2 EF CD B A 2 hr 1 100% timeline 60% timeline 30% timeline 10 Minute 0 Minute Resolution timeline Priority
Investigation Activities ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Resolve and recover ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Termination ,[object Object],[object Object],[object Object]
Track and Monitor ,[object Object],[object Object],[object Object]
Problem Management ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Problem Control
Identify Problems ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Diagnosis ,[object Object],[object Object],[object Object],[object Object]
Temporary Fixes ,[object Object],[object Object],[object Object]
Error Control
Identify and Record Known Error ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Determine the solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Known Errors from other environments ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
PIR (Post Implementation Review) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Track and Monitor ,[object Object],[object Object],[object Object]
Proactive Problem Management ,[object Object],[object Object],[object Object],[object Object]
Ideas to improve our Production Support process ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Create an independent Problem Management Team. ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Create a Problem Database ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Define the Production Support Procedure (Work Instructions) ,[object Object],[object Object],[object Object],[object Object],[object Object]
Review and define the procedure of using TeamTrack ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Enforce PIR ,[object Object],[object Object],[object Object]
Proactively Manage Problems ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Service Desk Software ,[object Object],[object Object],[object Object],[object Object],[object Object]

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Deal With Production Issues - The ITIL Way