事件(Incident)：服务的意外中断或服务质量的降低。与ITIL V3相比，ITIL 4给出的定义更清晰。ITIL 3中把事件定义为“任何可被发现或辨别的事情，此类事情对于基础设施的管理或IT服务的交付有重要意义，以及有助于评估可能导致服务出现的偏差。”事件管理的目的是“确保将计划外服务不可用或降级的时间减至最少，从而...
ITIL之故障管理（IncidentManagement）中文翻译.pdf
or external service providers that participate in service management including but not limited to IT functional areas such as Application, Infrastructure, Information Security, will adhere to the incident management process.
服务台故障优先级ITILManagementSLASLM流程VIPCMS 系统标签: 故障管理itil服务台故障incident故障模式 4.2故障管理...1 4.2.1目标...
在ITIL V3框架中，Event Management与Incident Management的核心差异主要体现在它们关注的焦点和应用场景上。Event Management，顾名思义，主要关注日常的监控，其核心任务是预防问题的发生，通过预先识别和记录可能影响服务的事件（故障），以实施预防性措施。这部分工作还包括所谓的重大事件流程，针对对业务影响...
EVENT MANAGEMENT管理更侧重于事件(故障)处理前的事件处理,还有一种流程,我们称之为重大事件流程,对于业务影响大的事件(故障),我们也单独处理,作为一个流程,这个流程和上面提到的EVENT流程也有类似的一面(incident management).EVENT MANAGEMENT侧重于日常监控;INCIDENT MANAGEMENT是对于影响到服务的事故进行快速响应和恢复的...
ITIL – Incident management : Key Performance Indicators ( KPIs ) and reportsMeasurable, SpecificRealistic, Achievable
5.4Incident Management (1) GOAL 记忆关键字: Restore normal service operation; minimize; adverse impact; quality and availability。另外,这里强调ASAP。这和PROBLEM MANAGEMETN是有所区别的。 RELEATIONS 这里将INCIDENT MANAGEMENT,PROBLEM MANAGEMENT和CHANGE MANAGEMENT中的几个关键内容串了起来。
Change management An IT practice focused on minimizing disruptions during changes/updates to critical systems and services. For some teams, this practice encompasses all aspects of change—from the technical to the people and process side of things. For other teams—based on the ITIL 4 guidelines—...
The ITIL 4 Practitioner: Incident Management practice module is for IT professionals who are involved in minimizing the negative impact of incidents by restoring normal service operations as quickly as possible. This course is part of the ITIL Practice Manager Certification course series. ...