The same fault, nine times
A printer fails. A technician fixes it. Next week another technician fixes the same fault, from scratch, because nobody wrote down how.
Teams need tools that record the work and keep what they learn.
Key words
| Word | What it means | Example |
|---|---|---|
| IT service management | how a team plans, delivers and looks after IT services | ITSM |
| Incident | something that stops or slows a service | the printer is down |
| Problem | the hidden cause behind one or more incidents | |
| Change | a planned alteration to a system, such as an update | |
| Knowledge base | a store of articles that explain how to fix or do things | |
| Integrated | many tools joined together in one package | |
| Standalone | a tool that does one job on its own |
The cells students fill in are left blank in this preview.
By the end of this lesson
Note
I can tell incident, problem and change systems apart and say how a knowledge base helps a team.
Starter
Have a go
Starter
3 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.
Three systems and what they do
| System | The question it answers | Example |
|---|---|---|
| Incident management | How do we get the service back fast? | A ticket for a printer that has stopped |
| Problem management | Why does this keep happening? | Find that every jam is the same old roller |
| Change management | Is it safe to make this alteration? | Approve a Friday update, with a plan to go back |
The cells students fill in are left blank in this preview.
Integrated or standalone
An integrated ITSM tool puts incidents, problems and changes in one place. One ticket can link to the problem and the change that fixed it.
A standalone tool does one job, such as only tickets. It is simpler, but a team has to join the information by hand.
Check
Have a go
Check
4 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.