• IS371 WEEK 9 • Resource Management

1. • IS371 WEEK 9 • Resource Management Instructor Online Evaluations

2. Resource Management Service Level Agreements Management Reporting Problem Management Change Management Recovery Management

3. Problem Management •Hardware systems •Software and operating systems •Network components and systems •Human or procedural activities •Application programs •Environmental conditions

4. Tools and Processes of Problem Management •Incident reports •Problem reports •Problem logs •Problem determination •Resolution procedures •Status review meetings •Status reporting

5. Problem Reports •Problem control number •Name of problem reporter •Time and duration of incident •Problem description of symptom •Problem category ( hardware, software, network, etc.) •Problem severity code •Additional supporting document •Individual responsible for resolution •Estimated repair date •Action taken to recover •Actual repair date •Final resolution action

6. Problem Management Process Flow Event / Incident Enter into Problem Log Update Problem Log Problem Meeting Solved? No Corrective action Yes Close Problem Log / Report

7. Change Management •Hardware systems •Software and operating systems •Network components and systems •Human or procedural activities •Application programs •Environmental conditions • Equipment relocation • Problem Management-induced changes

8. Processes of Problem Management •Change request •Change analysis •Prioritization and risk assessment •Planning the change •Management authorization

9. Change Request Document •Change description and assigned log number •Cross reference to Problem Log number (if applicable) •Change category ( hardware, software, network, etc.) •Problem severity code •Prerequisite changes •Change priority and risk assessment •Test and recovery procedures •Project plan (for major changes) •Requested implementation date •Individual responsible for managing the change • Individual who requested the change • Management authorization