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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] |
Root Cause Analysis
In science and engineering, root cause analysis (RCA) is a method of problem solving used for identifying the root causes of faults or problems. It is widely used in IT operations, manufacturing, telecommunications, industrial process control, accident analysis (e.g., in aviation, rail transport, or nuclear plants), medical diagnosis, the healthcare industry (e.g., for epidemiology), etc. Root cause analysis is a form of inductive inference (first create a theory, or ''root'', based on empirical evidence, or ''causes'') and deductive inference (test the theory, i.e., the underlying causal mechanisms, with empirical data). RCA can be decomposed into four steps: # Identify and describe the problem clearly # Establish a timeline from the normal situation until the problem occurrence # Distinguish between the root cause and other causal factors (e.g., via event correlation) # Establish a causal graph between the root cause and the problem. RCA generally serves as input to a r ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
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] |
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] |
Information Technology Management
Information technology management (IT management) is the discipline whereby all of the information technology resources of a firm are managed in accordance with its needs and priorities. Managing the responsibility within a company entails many of the basic management functions, like budgeting, staffing, change management, and organizing and controlling, along with other aspects that are unique to technology, like software design, network planning, tech support etc. Purpose The central aim of IT management is to generate value through the use of technology. To achieve this, business strategy, business strategies and technology must be aligned. IT Management is different from management information systems. The latter refers to management methods tied to the automation or support of human decision making. IT Management refers to IT related management activities in organizations. MIS is focused mainly on the business aspect, with a strong input into the technology phase of the bus ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
