From the course: Putting ITIL® into Practice: DevOps for ITIL® Practitioners

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Operations processes

Operations processes - ITIL Tutorial

From the course: Putting ITIL® into Practice: DevOps for ITIL® Practitioners

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Operations processes

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- [Instructor] Incident management aims to minimize the business disruption of incidents by getting individuals, hands on the keyboard users, and IT services back up and running and restored as quickly as possible. Some key differences with incident management in the devops mode include the use of ICS for major incident handling, the treatment of incidents as bugs rather than tickets, the use of coding to eliminate incidents, and the use of automation for fixes built into your system upfront to reduce mean time to repair. One thing you can do to get started adopting your ITIL-driven incident management processes for devops is to adopt ICS for major incident management. This is a no brainer in my book. Problem management aims to get to the root cause of problems, the unknown underlying cause of multiple instances of incidents or a single big incident, to be able to know what the top 10 problems are or n problems are, know what we've done to advance them and what we'll do next. SRE is…

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