1.2 标准解读[
1.2.1 标准条文
目标:尽快恢复承诺的服务或响应服务请求。
Objective: To restore agreed service to the business as soon as possible or to respond to service requests.
应记录所有的事件;
All incidents shall be recorded.
应采用程序来管理事件的影响;
Procedures shall be adopted to manage the impact of incidents.
程序应规定所有事件的记录、优先级、业务影响、分类、更新、升级、解决方案和正式关闭;应保持通知客户事件报告或服务请求的进展,如果不能达到承诺的服务级别,应提前警告并采取承诺的措施;
Procedures shall define the recor**, prioritization, business impact, classification, updating, escalation, resolution and formal closure of all incidents. The customer shall be kept informed of the progress of their reported incident or service request and alerted in advance if their service levels cannot be met and an action agreed.
与事件管理有关的所有员工应有权限访问相关信息,如知名错误、问题解决方案和配置管理数据库(CMDB);
All staff involved in incident management shall have access to relevant information such as known errors, problem resolutions and the configuration management database (CMDB).
重大事件应分类并按流程管理;
Major incidents shall be classified and managed accor** to a process.
1.5 流程管理
1.5.1 流程政策
u 服务商必须向用户提供单一联系点
u 先恢复业务后才考虑根本原因与根本措施
u 所有事件必须记录
u 重大事件需要进行独立分析与报告
u 事件违反SLA,必须回访
u 信息安全事件需要标识区分
u 事件处理过程如果涉及变更,必须遵从变更管理规定
u 。。。。。
1.5.2 触发条件
u 用户提交事件申告
u 支持小组发现服务异常
u 监控系统发现服务异常