{"id":5543,"date":"2025-06-01T19:24:01","date_gmt":"2025-06-01T15:24:01","guid":{"rendered":"https:\/\/jsnet.biz\/?p=5543"},"modified":"2025-07-07T16:58:46","modified_gmt":"2025-07-07T12:58:46","slug":"incident-management-n%c9%99dir","status":"publish","type":"post","link":"https:\/\/jsnet.biz\/ru\/incident-management-n%c9%99dir\/","title":{"rendered":"\u0423\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u0430\u043c\u0438 n\u0259dir?"},"content":{"rendered":"
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\u0423\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u0430\u043c\u0438<\/strong> (Hadis\u0259 \u0130dar\u0259etm\u0259si) \u2014 IT xidm\u0259t idar\u0259etm\u0259si (ITSM) \u00e7\u0259r\u00e7iv\u0259sind\u0259 xidm\u0259tin normal f\u0259aliyy\u0259tinin m\u00fcmk\u00fcn q\u0259d\u0259r tez b\u0259rpa olunmas\u0131na<\/strong> y\u00f6n\u0259lmi\u015f prosesdir. M\u0259qs\u0259d istifad\u0259\u00e7il\u0259rin i\u015find\u0259 yaranan k\u0259sintil\u0259rin minimuma endirilm\u0259si<\/strong> \u0432\u0259 biznesin davaml\u0131l\u0131\u011f\u0131n\u0131n qorunmas\u0131d\u0131r<\/strong>.<\/p>

\u00a0<\/p>

\ud83e\udde9 Incident n\u0259dir?<\/strong><\/h2>

Incident<\/strong> \u2013 planla\u015fd\u0131r\u0131lmam\u0131\u015f bir hadis\u0259 v\u0259 ya xidm\u0259tin k\u0259silm\u0259si v\u0259 ya xidm\u0259t keyfiyy\u0259tinin a\u015fa\u011f\u0131 d\u00fc\u015fm\u0259si dem\u0259kdir.
M\u0259s\u0259l\u0259n:<\/p>

  • Komp\u00fcter a\u00e7\u0131lm\u0131r<\/p><\/li>

  • Email i\u015fl\u0259m\u0259yib<\/p><\/li>

  • Printer qo\u015fulmur<\/p><\/li>

  • \u0130nternet ba\u011flant\u0131s\u0131 k\u0259silir<\/p><\/li>

  • ERP proqram\u0131 donur v\u0259 s.<\/p><\/li><\/ul>

    \u00a0<\/p>

    \ud83c\udfaf Incident Management-in m\u0259qs\u0259di<\/strong><\/h2>

    • IT xidm\u0259tl\u0259rind\u0259 yaranan probleml\u0259ri s\u00fcr\u0259tli \u015f\u0259kild\u0259<\/strong> a\u015fkarlamaq v\u0259 h\u0259ll etm\u0259k<\/p><\/li>

    • Normal i\u015f rejimini<\/strong> b\u0259rpa etm\u0259k<\/p><\/li>

    • \u0130stifad\u0259\u00e7il\u0259rin naraz\u0131l\u0131\u011f\u0131n\u0131 minimuma endirm\u0259k<\/strong><\/p><\/li>

    • SLA (Service Level Agreement)<\/strong>-lara uy\u011fun \u015f\u0259kild\u0259 xidm\u0259t g\u00f6st\u0259rm\u0259k<\/p><\/li><\/ul>

      Incident Management proses m\u0259rh\u0259l\u0259l\u0259ri (ITIL \u00fczr\u0259)<\/strong><\/h2>
      \u041c\u0435\u0440\u0445\u0435\u043b<\/th>T\u0259sviri<\/th><\/tr><\/thead>
      1. Hadis\u0259nin qeyd\u0259 al\u0131nmas\u0131 (Logging)<\/strong><\/td>\u0130stifad\u0259\u00e7i hadis\u0259ni HelpDesk-\u0259 bildirir (telefon, email, portal v\u0259 s.)<\/td><\/tr>
      2. T\u0259snifat (Categorization)<\/strong><\/td>Hadis\u0259 n\u00f6v\u00fc, t\u0259sir sah\u0259si v\u0259 prioritet t\u0259yin olunur<\/td><\/tr>
      3. T\u0259sdiql\u0259m\u0259 v\u0259 ilkin qiym\u0259tl\u0259ndirm\u0259 (Initial Diagnosis)<\/strong><\/td>T\u0259hl\u00fck\u0259sizlik v\u0259 texniki qruplar ilkin bax\u0131\u015f ke\u00e7irir<\/td><\/tr>
      4. Eskalasiya (\u018fg\u0259r t\u0259l\u0259b olunarsa)<\/strong><\/td>Laz\u0131m olan t\u0259qdird\u0259 texniki m\u00fct\u0259x\u0259ssis v\u0259 ya 2-ci s\u0259viyy\u0259 d\u0259st\u0259y\u0259 y\u00f6n\u0259ldilir<\/td><\/tr>
      5. H\u0259ll v\u0259 b\u0259rpa (Resolution and Recovery)<\/strong><\/td>S\u0259b\u0259b tap\u0131l\u0131r, xidm\u0259t b\u0259rpa olunur<\/td><\/tr>
      6. Ba\u011flanma (Closure)<\/strong><\/td>Hadis\u0259 s\u0259n\u0259dl\u0259\u015fdirilir v\u0259 istifad\u0259\u00e7iy\u0259 t\u0259sdiql\u0259m\u0259 g\u00f6nd\u0259rilir<\/td><\/tr><\/tbody><\/table>

      \u0130stifad\u0259 olunan al\u0259tl\u0259r<\/strong><\/h2>

      • ServiceNow<\/strong><\/p><\/li>

      • iTop<\/strong><\/p><\/li>

      • Jira Service Management<\/strong><\/p><\/li>

      • ManageEngine<\/strong><\/p><\/li>

      • FreshService<\/strong><\/p><\/li>

      • GLPI<\/strong><\/p><\/li><\/ul>

        \ud83d\udcca Faydalar\u0131<\/strong><\/h2>

        \u2705 Xidm\u0259t fasil\u0259l\u0259rinin tez b\u0259rpas\u0131
        \u2705 M\u00fc\u015ft\u0259ri m\u0259mnuniyy\u0259tinin art\u0131r\u0131lmas\u0131
        \u2705 SLA \u00f6hd\u0259likl\u0259rinin yerin\u0259 yetirilm\u0259si
        \u2705 T\u0259krarlanan probleml\u0259rin a\u015fkarlanmas\u0131
        \u2705 KPI v\u0259 statistik analiz \u00fc\u00e7\u00fcn m\u0259lumat bazas\u0131<\/p><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

        \u0423\u043f\u0440\u0430\u0432\u043b\u0435\u043d\u0438\u0435 \u0438\u043d\u0446\u0438\u0434\u0435\u043d\u0442\u0430\u043c\u0438 (Hadis\u0259 \u0130dar\u0259etm\u0259si) \u2014 IT xidm\u0259t idar\u0259etm\u0259si (ITSM) \u00e7\u0259r\u00e7iv\u0259sind\u0259 xidm\u0259tin Normal f\u0259aliyy\u0259tinin m\u00fcmk\u00fcn q\u0259d\u0259r tez b\u0259rpa olunmas\u0131na y\u00f6n\u0259lmi\u015f prosesdir. M\u0259qs\u0259d istifad\u0259\u00e7il\u0259rin i\u015find\u0259 yaranan k\u0259sintil\u0259rin \u043a\u0430\u043a \u043c\u0438\u043d\u0438\u043c\u0443\u043c endirilm\u0259si v\u0259 biznesin davaml\u0131l\u0131\u011f\u0131n\u0131n qorunmas\u0131d\u0131r. \ud83e\udde9 \u0418\u043d\u0446\u0438\u0434\u0435\u043d\u0442 \u043d\u0430\u0434\u0438\u0440? \u0418\u043d\u0446\u0438\u0434\u0435\u043d\u0442 \u2013 planla\u015fd\u0131r\u0131lmam\u0131\u015f bir Hadis\u0259 v\u0259 ya xidm\u0259tin k\u0259silm\u0259si v\u0259 ya xidm\u0259t keyfiyy\u0259tinin a\u015fa\u011f\u0131 d\u00fc\u015fm\u0259si dem\u0259kdir.M\u0259s\u0259l\u0259n: Komp\u00fcter a\u00e7\u0131lm\u0131r Email i\u015fl\u0259m\u0259yib [\u2026]<\/p>","protected":false},"author":1,"featured_media":5548,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[19],"tags":[],"class_list":["post-5543","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-managed-it-support"],"_links":{"self":[{"href":"https:\/\/jsnet.biz\/ru\/wp-json\/wp\/v2\/posts\/5543","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jsnet.biz\/ru\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/jsnet.biz\/ru\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/jsnet.biz\/ru\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/jsnet.biz\/ru\/wp-json\/wp\/v2\/comments?post=5543"}],"version-history":[{"count":0,"href":"https:\/\/jsnet.biz\/ru\/wp-json\/wp\/v2\/posts\/5543\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/jsnet.biz\/ru\/wp-json\/wp\/v2\/media\/5548"}],"wp:attachment":[{"href":"https:\/\/jsnet.biz\/ru\/wp-json\/wp\/v2\/media?parent=5543"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/jsnet.biz\/ru\/wp-json\/wp\/v2\/categories?post=5543"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/jsnet.biz\/ru\/wp-json\/wp\/v2\/tags?post=5543"}],"curies":[{"name":"WP","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}