User:Rahul sinha08

Infosys i-PRISE

Infosys i-Prise Process Framework

== Infosys i-PRISE is an integrated set of processes designed for IT Infrastructure Services integrating best practices from various industry frameworks such as CMMI, ITIL, PMBoK, CoBIT, ISO 27001 and eSCM. ==

Processes

== Infosys i-PRISE provides an integrated set of processes designed for IT Infrastructure Services. The various processes, broadly categorized into four clusters, are IT Service Management, Application Management, Project & Supplier Management and Governance & Security.

These processes provide a holistic view of the Infosys i-PRISE framework. These process clusters are further classified into Process Capability Areas (PCAs) which help in identifying process workflows, sub-process swim lane diagrams and organization structures associated with each PCA. ==

Incident Management

Purpose and Scope
=== The objective of this document is to provide standardized process that need to be used for handling of Incidents. This process addresses the following elements in subsequent sections;


 * Process specifications and procedures required by ISO20000 standards
 * Process specifications and procedures required by ISO20000 standards
 * Business rules of process activities where there is agreement for standardization at a corporate level
 * Controls required for Incident management process as per ICS guidelines
 * References to relevant ITSec specifications. ===

Definition and Objective
=== Definition: An Incident is defined as: Any event that is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service.

A specific type of incident is a Security Incident and it is defined as: A security event that involves an Information security violation or deviation from s Information security policies (such as loss of information confidentiality, compromise of information integrity, denial of service, misuse of service, systems or information, damage to systems etc.)

A Service request is defined as: Any recorded request initiated by a user, which doesnt classify as a failure or potential failure in the IT infrastructure. Handling of Incidents and service requests is covered under the Incident Management process through different process steps.

Objective: The objective of Incident Management is to restore the agreed service to the business as soon as possible and/or to respond to service requests. The Incident Management process should be:


 * Primarily concerned with the speedy restoration of the customers service, not with determining the cause of incidents or providing structural fixes. Both a reactive process (responding to Incidents as they occur) and a Proactive process (preventing potential Incidents/failures in service)
 * Vigilant on reported / potential Security incidents and should have a supporting security team to confirm and mitigate security issues ===