INFO3333 Lecture Notes - Lecture 10: Pdca, Capacity Management, Itil

• School: University of Sydney
• Department: Information Technology
• Course: INFO3333
• Professor: Alan Faker

Document Summary

Interacts with information from the cmdb and service management knowledge system on the status and relationship of all resources. Produces metrics which form the basis for service improvements. Inciden t managemen t: deals with unplanned interruptions to services, reported by users, technical staff, and monitoring tools, goes to service desk managed and resolved as soon as possible but can be redirected to problem management too. Inciden t managemen t (im) in terface s. Cmdb and skms: assists with finding faulty cis: availability management: relies on im for availability of services and improvement paths. Service level management: helps define a measurable response. Capacity management: im triggers performance monitoring: release and deploy management. Proactive problem management: identifies areas of potential weakness and identifies workarounds: reactive problem management: identifies underlying causes of incidents and identifies changes to prevent recurrence. Inciden t -> proble m -> chan ge. Con tin ual se rvice improve men t.