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
No comments:
Post a Comment