ITIL 服务经理考试指南: 5.4 INCIDENT MANAGEMENT(1)

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

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

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.