Friday, July 17, 2015

Event Leading to Incident Lifecycle



Many reasons of interruption or degradation of service levels are due to challenging events within the service infrastructure.  The event lifecycle is the period in which the infrastructure is being monitored for significant events. Problematic events typically bring about the incident lifecycles. 

The service events lifecycle is there to describe the sequence of events, that start with an infrastructure event and ends up impacting a Service Level Objective (SLO) not limited to hardware and software. If an event affects a Service Level, then we normally consider it an incident.

The event lifecycle starts with monitored activity of people, process, and technology including heart-beat status information.  The monitoring systems including the manual type, filter and correlate these events looking for critical information. The result of this effort is called: moderated alert. 

A Service Level Indicator (SLI) is a routine specifically designed to monitor SLOs and the attainment issues.  Typically we have a group of SLIs to manage the service infrastructure.  SLIs can be weighed or factored to represent the relative importance of each Configuration Item (CI). When one or more is triggered indicating a significant impact to the service, an incident ticket is raised, an impact/urgency/priority is assigned based on the Service Level Agreements (SLA) and the incident lifecycle begins.

Once the incident is resolved and the service is restored, the service impact statement is completed which describes the full scope of all impacts to the client of the service.  This statement is reviewed by Problem Management and assessed for accuracy with Service Management and Client Relationship Management to determine further actions if needed.  At times Service Improvement plans are spawned as a part of Continual Service Improvement initiatives due to the incident.   


All The Best,
EL

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