5.4 Incident Management (1)
GOAL
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
INM001 | GOAL | D1 | Restore normal service operation as quickly as possible, minimize the adverse impact on business operation, ensure that the best possible level of service quality and availability are maintained. |
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
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
INM002 | RELATIONS | D1 | Error - incidents - problem - know error - RFC |
这里将INCIDENT MANAGEMENT， PROBLEM MANAGEMENT 和 CHANGE MANAGEMENT 中的几个关键内容串了起来。
ACTIVITY
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
INM003 | ACTIVITY | D2 | Incident detection and recording Classification and initial support Investigation and diagnosis Resolution and recovery Incident closure Incident ownership, monitoring, tracking and communication |
事实上，这个流程，和后面章节的PROBLEM CONTROL 有一定的类似。可以相联系进行记忆。
ESCALATION
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
INM004 | ESCALATION | D2 | Mechanism that assists timely resolution of Incident. |
INCIDENT
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
INM005 | INCIDENT | D2 | Any event which is not part of standard operation of service (normal service operation) and which cause, or may cause, an interruption to, or a reduction in, the quality of service. |
记忆关键字： not part of standard operation of service; may; interruption; reduction; quality。
INCIDENT CLASSFICATION
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
INM006 | INCIDENT CALSSFICATION | D2 | Impact: business criticality of an Incident/Problem Urgency: Necessary speed of solving an Incident/Problem Priority: Expected effort. |
这类指的是对INCIDENT 的三种分类方式： IMPACT/URGENCY/PRIORITY，已及他们的意义。
KNOW ERROR
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
INM007 | KNOW ERROR | D2 | A Problem that is successfully diagnose and for which a Work around is known |
记忆关键字：problem; diagnose; work around
MAJOR INCIDENT
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
INM008 | MAJOR INCIDENT | D2 | Degree of impact on the User communication is extreme. Highest impact to business |
NORMAL SERVICE OPERATION
基因代码 | 知识点名称 | 记忆等级 | 知识点内容 |
INM009 | NORMAL SERVICE OPERATION | D2 | Service operation within SLA limits |
记忆关键字：within SLA limits
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