5.10 Tools
Tool requirements specific to the Incident Management
process are thus:
- automatic Incident
logging and alerting in the event of fault detection on mainframes, networks,
servers and so on (possibly through an interface to system management tools)
all modifications to the Incident record being registered in order to keep
control
- automatic escalation facilities so as to facilitate the timely handling of
Incidents and service requests
- highly flexible routing of Incidents as a basic requirement, because control
staff may be located in multiple sites or they may be co-located in an operations
bridge, and such a physical distribution may vary depending on the time of
day
- automatic extraction of data records from the CMDB
of a failed item and affected items
- specialised software: speed and effectiveness are major objectives of handling
Incidents, and because achievement depends upon a very accurate level of Incident
classification and successful matching at the point of alert, it is the classification-matching
process that is an ideal application area for the use of software
- ACD (telephone)
systems integration for automatically registering names and phone numbers
of Users
- the presence of diagnostic tools/modules (i.e. Case-Based Reasoning) can help the diagnostic process.
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