|
Grey Problem
In IT, a grey problem (or, gray problem) is a problem where the causing technology is unknown or unconfirmed. Common grey problems are: * Intermittent errors; * Intermittent incorrect output, or; * Transient performance problems. Because the causing technology is not clear, IT departments often find it difficult to allocate the problem to a Technical Support Team (platform team). Background Combining frequency and causing technology information can provide a view of the complexity of a problem and so indicate how difficult it will be to investigate (see Figure 1). The problems in each quadrant have certain characteristics: ;Quadrant 1: In a typical IT department 80 to 90% of problems are solid faults that are easily tracked down to a causing technology. The appropriate technical or platform support team efficiently deals with these problems every day. ;Quadrant 2: Some recurring problems are due to a Known Error, or are obviously being caused by a particular hardware or so ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
ITIL
ITIL (previously and also known as Information Technology Infrastructure Library) is a framework with a set of practices (previously processes) for IT activities such as IT service management (ITSM) and IT asset management (ITAM) that focus on aligning IT services with the needs of the business. ITIL describes best practices, including processes, procedures, tasks, and checklists which are neither organization-specific nor technology-specific. It is designed to allow organizations to establish a baseline and can be used to demonstrate compliance and to measure improvements. There is no formal independent third-party compliance assessment available to demonstrate ITIL compliance in an organization. Certification in ITIL is only available to individuals and not organizations. Since 2021, the ITIL trademark has been owned by PeopleCert. History Responding to growing dependence on IT, the UK Government's Central Computer and Telecommunications Agency (CCTA) in the 1980s develo ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
COBIT
COBIT (Control Objectives for Information and Related Technologies) is a framework created by ISACA for information technology (IT) management and IT governance. The framework is business focused and defines a set of generic processes for the management of IT, with each process defined together with process inputs and outputs, key process-activities, process objectives, performance measures and an elementary maturity model. Framework and components Business and IT goals are linked and measured to create responsibilities of business and IT teams. Five processes are identified: Evaluate, Direct and Monitor (EDM); Align, Plan and Organize (APO); Build, Acquire and Implement (BAI); Deliver, Service and Support (DSS); and Monitor, Evaluate and Assess (MEA).COBIT 2019 Framework: Introduction and Methodology from ISACA The COBIT framework ties in with COSO, ITIL, BiSL, ISO 27000, CMMI, TOGAF and PMBOK. The framework helps companies follow law, be more agile and earn more. ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Rapid Problem Resolution Diagnosis
Rapid problem resolution diagnosis (or RPR diagnosis) is a method of problem diagnosis designed to determine the root cause of IT problems. History The method was originally developed by Advance7 in 1990 as Advanced Network Troubleshooting, with the first fully documented version produced in 1995. Early versions included problem management guidance but this was removed over time as the method became more closely aligned to ITIL, and the method name was changed to Rapid Problem Resolution (RPR). RPR is now focused on Problem Diagnosis based on Root Cause Identification. Due to the highly practical nature of the Supporting Techniques and the ever changing IT landscape, Advance7 continues to develop RPR to keep it relevant to current IT environments. Until November 2007 Advance7 made the RPR material available to its employees only, although a limited number of other IT professionals had been trained in the use of the method. In late 2007 the company announced its intention to mak ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |