Information Technology Governance - Governance, Risk, and Compliance Topic for Oracle Applications - page 95

The framework that sets the best practices for support management is known as
Information Technology Infrastructure Library ( ITIL ). ITIL is a set of guidelines
that describes an integrated and process-based best practice framework for
managing IT services. It was developed in the late 1980s by the British government
in response to the growing dependence on Information Technology. Over time, ITIL
has evolved to become the de facto standard for service management.
The ITIL framework provides broad service management recommendations as well
as common definitions and terminology. By adopting ITIL guidelines, businesses can
achieve significant benefits in areas such as risk management, change management,
and service provisioning.
In ITIL terminology, an incident is defined as an event, which is not part of the
standard operation of a service, and which causes, or may cause, an interruption to,
or reduction in, the quality of that service.
The goal of Incident Management is to restore normal service operation as quickly
as possible and minimize the adverse impact on business operations.
Oracle provides a number of out of the box best practice capabilities to support the
ITIL Incident Management process.
Oracle Enterprise Manager (EM) proactively detects events that could lead to
incidents by monitoring business applications from the real end-user experience
of the application down through its underlying technology stack, applications,
middleware, database, storage, and servers. EM can raise alerts for many things
that may interest an administrator including incidents and other significant
activities that may not be failures. These can be visually monitored using the EM
System Dashboard and notifications for these can also be sent to the appropriate
administrators. EM's notification system enables the mapping of the specific alerts
to specific administrators thus ensuring that the administrators with the appropriate
skills are notified when such incidents are detected. Alerts that have well-known
solutions can be automatically resolved using corrective actions . Corrective actions
enable administrators to specify the corrective tasks that should be executed if
the alert is detected (for example, restart a process if it becomes unavailable). This
eliminates the need for operator intervention and thus enables the timely resolution
of the incident before it impacts end users.