Incident management
Prioritize incidents:
1. Based on agreed classification 2. Ensure incidents with highest business impact are resolved first
Design the incident management practice appropriately for different types of incidents
1. Incidents based on different impact 2. Major incidents 3. Information security incidents
Use a robust tool to log and manage incidents:
1. Link to configuration items, changes, problems, known errors and other knowledge 2. Provide incident matching to other incidents, problems or known errors
Incidents should be:
1. logged 2. managed to meet agreed target resolution times 3. prioritized
incident
An unplanned interruption to a service or reduction in the quality of a service.
There should be a formal process for logging and managing incidents. This process does not usually include (RID)
Detailed procedures for how to: Resolve incidents Investigate Diagnose
Deliver and Support
Incident management makes a significant contribution to support. This value chain activity includes resolving incidents and problems.
improve
Incident records are a key input to improvement activities, and are prioritized both in terms of incident frequency and severity
engage
Incidents are visible to users, and significant incidents are also visible to customers. Good incident management requires regular communication to understand the issues, set expectations, provide status updates, and agree that the issue has been resolved so the incident can be closed.
Obtain/build
Incidents may occur in development environments. Incident management practice ensures these incidents are resolved in a timely and controlled manner.
Design and transition
Incidents may occur in test environments, as well as during service release and deployment. The practice ensures these incidents are resolved in a timely and controlled manner.
Effective incident management often requires a high level of collaboration within and between teams. These teams may include : (VAST)
Vendors Application support Service desk Technical support
Effective incident management often requires
a high level of collaboration within and between teams
Incidents are prioritized based on an
agreed classification to ensure that incidents with the highest business impact are resolved first.
Target resolution times are
agreed, documented, and communicated
Modern IT service management tools can provide
automated matching of incidents to other incidents, problems, or known errors, and can even provide intelligent analysis of incident data to generate recommendations for helping with future incidents. 16
Incidents may be diagnosed and resolved by people in many different groups, depending on the -
complexity of the issue or the incident type.
Incident management can have an enormous impact on -
customer and user satisfaction, and on how customers and users perceive the service provider.
Target resolution times are agreed, documented, and communicated to ensure that
expectations are realistic.
It is important that people working on an incident provide
good-quality updates in a timely fashion.
this role is responsible for the entire Incident management process, including: managing incidents using first, second, and third tier support
incident manager
Information about incidents should be stored in
incident records
Collaboration can facilitate ____ and _____, as well as helping to solve the incident more efficiently and effectively
information-sharing and learning
Information about incidents should be stored in incident records in a suitable tool. Ideally, this tool should also provide
links to related CIs, changes, problems, known errors, and other knowledge to enable quick and efficient diagnosis and recovery.
The incident Manager role is responsible for
making improvement recommendations for the Incident management process.
There are usually separate processes for
managing major incidents, and for managing information security incidents.
\The purpose of the incident management practice is to-
minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
Dealing with incidents is possible in every value chain activity, though the most visible (due to effect on users) are incidents in an
operational environment.
Incidents with a larger impact may require more
resources and more complex management
There may be _____for collecting information from users during initial contact, and this may lead directly to diagnosis and resolution of simple incidents.
scripts
Some incidents will be resolved by the users themselves, using
self-help
A supplier can also act as a _____, logging and managing all incidents and escalating them to subject matter experts or other parties as required.
service desk
Some incidents will be resolved by the
service desk
Incidents can be escalated to _____or ____, who offer support for their products and services
suppliers or partners
More complex incidents will usually be escalated to a -
support team for resolution.
This involves many different stakeholders working together initially, until it becomes clear which of them is best placed to continue and which can move on to other tasks.
swarming
updates should include information about -
symptoms, business impact, CIs affected, actions completed, and actions planned.
There should be a formal process for logging and managing incidents. This process does not usually include detailed procedures for how to diagnose, investigate, and resolve incidents, but can provide _________.
techniques for making investigation and diagnosis more efficient.
Every incident should be logged and managed to ensure -
that it is resolved in a time that meets the expectations of the customer and user
All of these groups need to understand
the incident management process, and how their contribution to this helps to manage the value, outcomes, costs, and risks of the services provided
Incidents with a low impact must be managed efficiently to ensure that
they do not consume too many resources.
. Each update should have a
timestamp and information about the people involved
