ITIL のインシデント管理プロセスとは

Information Technology Infrastructure Library (ITIL) のインシデント管理プロセスは、次の大まかなプロセスに従います。

1. Incident trends, vendors, or technical support staff report problems to the service space.

2. A service space team member records the details of the problem and links all related incidents.

3. A service space agent labels the problem with appropriate categorization. They may reuse the labels of the incidents linked to the problem. The team uses these categories during review and for reporting.

4. A service space agent prioritizes the problem. They base priority on the frequency of related incidents and their impact.

5. The service space team determines the root cause of the problem.

6. The service space team records the workarounds used to resolve related incidents. These workarounds to reduce service interruptions until the service space fully resolves the problem.

7. The service space team adds known errors to their knowledge base. They include symptoms of related incidents and relevant workarounds.

8. The service space team proposes a change to the infrastructure to resolve the problem.

9. The service space closes the problem.

チームメンバーは重大な問題について綿密なレビューを実施してください。