Gartner Research

A Framework for Network Incident Management

Published: 12 June 2008

ID: G00204039

Analyst(s): Eric Siegel

Summary

The network is rapidly becoming the unified backplane for modern applications and for the entire enterprise, with many separate software and hardware elements interacting over both local area networks (LANs) and wide area networks (WANs) to perform data transactions, provide voice and video telecommunications, and deliver streaming media. This extensively rewritten and expanded Methodologies and Best Practices document by Senior Analyst Eric Siegel discusses the frameworks and surveys the techniques for performing rapid incident detection and service restoration in complex unified networks.

Table Of Contents

Introduction

Rapid Diagnosis Issues

  • Increasing Importance of Performance
  • Merging of Applications and Networks
  • Configuration Discovery Problems and Rapid Change

Diagnostic Technologies and Frameworks

  • ITIL Incidents and Problems
  • Service Levels
  • Incident Classification and Responsibility Domains
    • Classification by Service Measurement
    • Classification by Benchmark Index
    • Classification by Transit Time
    • Classification by Element Measurement
    • Classification by Submeasurement Components
  • Performance Measurement
    • Measurement Techniques
    • Measurement Validation and Thresholds
  • Pattern-Finding and Correlation Tools
  • Tracing Tools
    • Dye Tracing
    • Network Tracing

Incident Management

  • Incident Detection
  • Incident Handling

Conclusion

Appendix A: Incident Classification Examples

  • Access to the Internet
  • Firewall Performance
  • DNS Issues
  • External Service Issues

©2019 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client