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Expanded Incident Lifecycle
HENDERSHOTT CONSULTING INC
Web Presence: www.hci-itil.comEmail: [email protected]
Service Design – Figure 4.15 Expended Incident Lifecycle
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Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Optimum
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Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
An aim of Availability Management is to ensure the duration and impact from incidents impacting IT services are minimized, to enable business operations to resume as quickly as is possible.
The analysis of the 'expanded incident lifecycle' enables the total IT service downtime for any given incident to be broken down and mapped against the major stages through which all incidents progress (the lifecycle). Availability Management should work closely with Incident Management and Problem Management in the analysis of all incidents causing unavailability.
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Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
ServiceAvailable
ServiceAvailable
ServiceAvailable
ServiceAvailable
ServiceUnavailable
ServiceUnavailable
ServiceUnavailable
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Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
ServiceAvailable
ServiceAvailable
ServiceAvailable
ServiceAvailable
ServiceUnavailable
ServiceUnavailable
ServiceUnavailable
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Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
ServiceAvailable
ServiceAvailable
ServiceAvailable
ServiceAvailable
ServiceUnavailable
ServiceUnavailable
ServiceUnavailable
Time to Restore Time to Restore
Time to Restore
MTRS – Mean Time to Restore – the average time to restore service measured from the start of the incident until the service is verified as in the same operational state as before the incident.
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Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
ServiceAvailable
ServiceAvailable
ServiceAvailable
ServiceAvailable
ServiceUnavailable
ServiceUnavailable
ServiceUnavailable
MTBSI – Mean Time Between Service Incidents – the average time between service incidents.
Time Between Incident
Time Between Incident
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Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
ServiceAvailable
ServiceAvailable
ServiceAvailable
ServiceAvailable
ServiceUnavailable
ServiceUnavailable
ServiceUnavailable
MTBF – Mean Time Between Failures – the average time between the restoration of a service and a subsequent failure.
Time Between Failure
Time Between Failure
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Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
ServiceUnavailable
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Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Incid
ent S
tart
Serv
ice
Rest
ored
Detect
Detection - the time at which the IT service provider organization is made aware of an incident.
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Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Incid
ent S
tart
Serv
ice
Rest
ored
Detect
Diagnose
Diagnosis - the time at which diagnosis to determine the underlying cause has been completed.
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Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Incid
ent S
tart
Serv
ice
Rest
ored
Detect
Diagnose
Repair
Repair - the time at which the failure has been repaired/fixed.
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Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Incid
ent S
tart
Serv
ice
Rest
ored
Detect
Diagnose
Repair
Repair - the time at which the failure has been repaired/fixed.
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Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Incid
ent S
tart
Serv
ice
Rest
ored
Detect
Diagnose
Repair
Recover
Recover - the time at which component recovery has been completed.
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Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Incid
ent S
tart
Serv
ice
Rest
ored
Detect
Diagnose
Repair
Recover
Restore
Restore - the time at which normal business service is resumed.
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Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Incid
ent S
tart
Serv
ice
Rest
ored
Detect
Diagnose
Repair
Recover
Restore
Restore - the time at which normal business service is resumed.
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Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Incid
ent
Incid
ent
Time Between Incidents
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Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Incid
ent
Incid
ent
Time to Repair (Downtime)
Rest
orat
ion
Uptime
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Expanded Incident Lifecycle
Service Design – Figure 4.15 Expended Incident Lifecycle
Incid
ent
Incid
ent
Rest
orat
ion
Time to Repair (Downtime)
Dect
ectio
n
Diag
nosis
Repa
ir
DectectionElapsed
Time
ResponseTime
RestortionTime
RecoveryTime
Uptime
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Hendershott Consulting IncEmail: [email protected]
ITIL process site: hci-itil.com
Service Design – Figure 4.15 Expended Incident Lifecycle