The first step to do IT management of a department / division of IT are:
1. Select opportunity
2. Scope assignment
3. Plan assignment
In this step the IT management to:
• Treat the process of SFA as well as a project. With a clear scope, the project team identified according to their expertise, workmanship time specified, and defined success criteria, too.
• Project team members should not be too much, but at least consist of three people with technical knowledge, process, and project management.
The second step is to develop hypotheses problem. The hypothesis is built on the results of Root Cause Analysis (RCA) and any problems / incidents that never happened. In this step was also carried out data collection activities and general information are:
• Results from RCA
• notes or documentation of the problem / incident
• Log of system and network
• Documentation of design and configuration of IT services related
• Documentation of service level related IT services.
• test results from the quality of IT services related
The third step is:
1. Analyze the data
2. Interview key personnel
3. Findings and conclusion
4. Recommendations
This step is the most complicated step of the overall process of SFA. There are several techniques that can be used in this step:
• Conduct brainstorming among project team members or involving other staff outside the team if necessary.
• Using the methods and analysis, Ishikawa diagrams Kepner-Tregoe
• Putting all the factors, besides the technical factors of human factors and related processes.
• Conducting analysis or compilation of the chronology of the time damage.
• Calculate the cost or consequences of failure are being analyzed.
The fourth step is:
1. Compile report
2. Perform validation
In this step, the report is based on the processes that had been developed previously, with the following details:
• Started all reports to the executive summary.
• Develop a chronology of events.
• Develop a report related to the things that can contribute or have contributed to the occurrence of the problem or incident that became topic of this SFA. Ishikawa diagram will be very useful in this section.
• Arrange the results of the analysis of costs and consequences of problems or incidents. Noting all the assumptions of the calculation.
• Develop recommendations with indication of the urgency and the associated costs.
SFA is an activity that many viewed as part of quality management. ITIL v3 himself was highlighted this activity, either as part of the process of Availability Management and Continual Service Improvements cycle. Read More..
