Practise Of ITIL Incident Management Process In A Retail Enterprise

Responding to growing dependence on IT,the UK Government's Central Computer and Telecommunications Agency?CCTA?in the 1980s developed a set of recommendations.And the current version is V3.Charp one will introduce more details of ITIL V3 and incident management.With the methodology of ITIL v3,we implemented the related processes in a retail company?named T company,the retailing form is the supermarket?.The mainly involved processes belong to service operation and service transition?like incident management and knowledge management?.Which resolved a lot of issues of T company.The first is“fist thing first do”,in the original model,it's very hard to judge which incident should have the higher priority.After re-defining the concept of incidents,and also catalized the incidents.Duce the term of ITIL,we have a very clear picture of all the incidents,then prioritize them.IT department can know which one has higher priority and what the SLA of each priority is.The second is to save much cost of IT operation.There are 2 steps,the1^st is to change the current pure on-site model to half onsite model with a centralized service desk,and then changed to dispatch model with a much srongger service desk.The IT support people reduced about 50%compared to the very beginning old model.The third is to create a tracking mechanism of end user experience,significantly improved the end user satisification.The fouth is the dispatch model can reduce the security issue possibility and makes the service as a standard one.And also some other issues have been resolved,which can be seen in the below article.The most important charpter of this artile is regarding service transition.It very hard to change a current process which is very familiar with ten thousand of users to a very new process.Without a professional service transition,it's impossible to continuous improvement and service transformation.And communication is the most important topic in transition,since IT service project is totally different with that of traditional IT project,there are very few bottle neck for devices,but people.There is also a discussion of ITIL implementation model,outsourcing or self-built.Which decision is correct?There is no standard answer,it should depend on the strategy of the company,the IT department's positon,the industrial's character and so on.So each company should balance the opportunity and the risk.