Expanded Incident Lifecycle

1. Expanded Incident Lifecycle Hendershott Consulting Inc Web Presence: www.hci-itil.com Email: len.hendershott@rogers.com Service Design – Figure 4.15 Expended Incident Lifecycle

2. Expanded Incident Lifecycle Optimum Service Design – Figure 4.15 Expended Incident Lifecycle

3. Expanded 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. Service Design – Figure 4.15 Expended Incident Lifecycle

4. Expanded Incident Lifecycle Service Available Service Available Service Available Service Available Service Unavailable Service Unavailable Service Unavailable Service Design – Figure 4.15 Expended Incident Lifecycle

5. Expanded Incident Lifecycle Service Available Service Available Service Available Service Available Service Unavailable Service Unavailable Service Unavailable Service Design – Figure 4.15 Expended Incident Lifecycle

6. Expanded Incident Lifecycle Service Available Service Available Service Available Service Available Service Unavailable Service Unavailable Service Unavailable 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. Service Design – Figure 4.15 Expended Incident Lifecycle

7. Expanded Incident Lifecycle Service Available Service Available Service Available Service Available Service Unavailable Service Unavailable Service Unavailable Time Between Incident Time Between Incident MTBSI – Mean Time Between Service Incidents – the average time between service incidents. Service Design – Figure 4.15 Expended Incident Lifecycle

8. Expanded Incident Lifecycle Service Available Service Available Service Available Service Available Service Unavailable Service Unavailable Service Unavailable Time Between Failure Time Between Failure MTBF – Mean Time Between Failures – the average time between the restoration of a service and a subsequent failure. Service Design – Figure 4.15 Expended Incident Lifecycle

9. Expanded Incident Lifecycle Service Unavailable Service Design – Figure 4.15 Expended Incident Lifecycle

10. Expanded Incident Lifecycle Detect Incident Start Service Restored Detection - the time at which the IT service provider organization is made aware of an incident. Service Design – Figure 4.15 Expended Incident Lifecycle

11. Expanded Incident Lifecycle Detect Incident Start Service Restored Diagnose Diagnosis - the time at which diagnosis to determine the underlying cause has been completed. Service Design – Figure 4.15 Expended Incident Lifecycle

12. Expanded Incident Lifecycle Detect Incident Start Service Restored Diagnose Repair Repair - the time at which the failure has been repaired/fixed . Service Design – Figure 4.15 Expended Incident Lifecycle

13. Expanded Incident Lifecycle Detect Incident Start Service Restored Diagnose Repair Repair - the time at which the failure has been repaired/fixed . Service Design – Figure 4.15 Expended Incident Lifecycle

14. Expanded Incident Lifecycle Detect Incident Start Service Restored Diagnose Repair Recover Recover - the time at which component recovery has been completed. Service Design – Figure 4.15 Expended Incident Lifecycle

15. Expanded Incident Lifecycle Detect Incident Start Service Restored Diagnose Repair Recover Restore Restore - the time at which normal business service is resumed. Service Design – Figure 4.15 Expended Incident Lifecycle

16. Expanded Incident Lifecycle Detect Incident Start Service Restored Diagnose Repair Recover Restore Restore - the time at which normal business service is resumed. Service Design – Figure 4.15 Expended Incident Lifecycle

17. Expanded Incident Lifecycle Incident Incident Time Between Incidents Service Design – Figure 4.15 Expended Incident Lifecycle

18. Expanded Incident Lifecycle Restoration Incident Incident Time to Repair (Downtime) Uptime Service Design – Figure 4.15 Expended Incident Lifecycle

19. Expanded Incident Lifecycle Restoration Dectection Diagnosis Incident Incident Repair Response Time Recovery Time Dectection Elapsed Time Restortion Time Time to Repair (Downtime) Uptime Service Design – Figure 4.15 Expended Incident Lifecycle

20. Hendershott Consulting Inc Email: len.hendershott@rogers.com ITIL process site: hci-itil.com Service Design – Figure 4.15 Expended Incident Lifecycle