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ITSM Process Description
Ofce o Inormation Technology
Incident Management
Contents
Introduction
Incident Management Purpose and Objective
Incident Management Scope
Benefts
Benefts to the IT Service Providers
Benefts to the Customers
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Key Terms and Defnitions
o!es and esponsibi!ities
Incident Management Process O"ner
Incident Management Process Manager Incident Management #na!yst
Service Des$
%&'eve! Support (roup
)ser
1. Introduction The purpose o* this document is to provide a genera! overvie" o* the O+ce o*
In*ormation Techno!ogy ,OIT- Incident Management Process. It inc!udes Incident
Management goa!s/ objectives/ scope/ benefts/ $ey terms/ ro!es/ responsibi!ities/
authority/ process diagrams and associated activity descriptions.
The content "ithin this genera! overvie" is based on the best practices o* the ITI'0
*rame"or$123.
2. Incident Management Goals, Objecties, C!"sand #$Is
(oa!s/ objectives and critica! success *actors ,CS4s- defne "hy Incident
Management is important to the O+ce o* In*ormation Techno!ogy5s overa!! vision *or
de!ivering and supporting e6ective and e+cient IT services. This section
estab!ishes the *undamenta! goa!s/ objectives and CS4s that underpin the Incident
Management process. The agreed and documented goa!s/ objectives and CS4s
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provide a point o* re*erence to chec$ imp!ementation and operationa! decisions and
activities.
Incident Management is the process responsib!e *or managing the !i*ecyc!e o* a!!
Incidents irrespective o* their origination.
The goals for the Incident Management process are to:
7 Restore normal service operation as quickly as possible
7 Minimize the adverse impact on business operations
7 Ensure that agreed levels of service quality are maintained
To achieve this/ the objectives o* OIT5s Incident Management process are to8
7 Ensure that standardized methods and procedures are used for ecient and prompt response analysis documentation ongoing management and reporting of
Incidents
7 Increase visibility and communication of Incidents to business and IT supportsta!
7 Enhance business perception of IT through use of a professional approach inquickly resolving and communicating incidents "hen they occur
7 #lign Incident management activities and priorities "ith those of the business
7 Maintain user satisfaction "ith the quality of IT services
CS4s identifed *or the process o* Incident Management and associated Key
Per*ormance Indicators ,KPIs- are8
C!" %1& OIT commitment to the Incident Management process9 a!! departments
using the same process.
#$I& %umber and percentage o* services in production "ith support matrices
,Source8 ITSM too!. Interva!8 :uarter!y-
#$I& %umber o* se!* service tic$ets via a customer porta! verses tic$ets
created by the Support Center. ,Source8 ITSM too!. Interva!8 :uarter!y-
#$I& Management is $no"n to revie" standardi;ed reports produced by the
Incident Management process. ,Source8 ITSM too!. Interva!8 :uarter!y-
#$I& %umber o* incidents in ITSM too! per department ,Source8 ITSM too!.Interva!8 Month!y-
C!" %2& Consistent/ positive e
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#$I& Customer use o* se!* service porta! increases. ,Source8 ITSM too!.
Interva!8 :uarter!y-
#$I& #mount o* journa! entries consistent "ith S'#. ,Source8 ITSM too!.
Interva!8 :uarter!y-
#$I& Maintain !eve! o* customer satis*action ,Source8 Customer Satis*action
Surveys. Interva!8 Month!y-#$I& %umber o* incidents reopened ,Source8 ITSM too!. Interva!8 :uarter!y-
C!" %'& #bi!ity to trac$ interna! process per*ormance and identi*y trends. ,Interna!
CS4-
#$I & IM process per*ormance meets estab!ished standards in OIT Base!ine
S'# inc!uding8 #ssignment time/ response time/ reso!ution time/ c!osure
time. ,Source8 S'#/ ITSM Too!. Interva!8 :uarter!y-
#$I& %umber o* re&assigned tic$ets bet"een departments. ,Source8 ITSM too!.Interva!8 :uarter!y>-
'. Incident Management !co(e
Scope re*ers to the boundaries or e
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#!! Incident Management activities shou!d be imp!emented in *u!!/ operated as
imp!emented/ measured and improved as necessary.
)e(loyment !co(e
Incident Management "i!! be dep!oyed and app!icab!e to87 Customers covered by Service 'eve! #greements ,S'#s- speci*ying service
targets *or reso!ution o* Incidents
7 Service Providers adopting the Incident Management responsibi!ities out!ined
by Service 'eve! #greements/ Operating 'eve! #greements ,O'#s-/ and
)nderpinning Contracts ,)Cs-
7 Services to "hich Incident Management eso!ution Targets agreed in Service
'eve! #greements app!y
*. +enets
There are severa! ua!itative and uantitative benefts that can be achieved/ *or
both the IT service providers and the customers by imp!ementing an e6ective and
e+cient Incident Management process. The Incident Management project team has
agreed that the *o!!o"ing benefts are important to OIT and "i!! be assessed *or
input to continuous process improvement throughout the Incident Management
process !i*ecyc!e8
7 Capturing accurate data across OIT to ana!y;e the !eve! o* resources app!ied to
the Incident Management process
7 In*orming business units o* the services OIT provides and the !eve! o* support
and maintenance reuired *or ongoing service !eve!s
7 Minimi;e impacts to business *unctions by reso!ving incidents in a time!y
manner
7 Providing the best ua!ity service to a!! customers
*.1 +enets To The IT !erice $roiders
Incident Management is high!y visib!e to the business and it is easier to
demonstrate its va!ue than most areas in Service Operation. # success*u! Incident
Management process can be used to high!ight other areas that need attention8
7 Improved abi!ity to identi*y potentia! improvements to IT services
7 Better prioriti;ation o* e6orts
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7 Better use o* resources/ reduction in unp!anned !abor and associated costs
7 More contro! over IT services
7 Better a!ignment bet"een departments
7 More empo"ered IT sta6
7 Better contro! over vendors through Incident Management metrics
*.2 +enets To The -sers
7 Eigher service avai!abi!ity due to reduced service do"ntime
7 eduction in unp!anned !abor and associated costs
7 IT activity a!igned to rea!&time business priorities
7 Identifcation o* potentia! improvements to services
7 Identifcation o* additiona! service or training reuirements *or the business or
IT
. #ey Terms / )enitions
Common terms and vocabu!ary may have disparate meanings *or di6erent
organi;ations/ discip!ines or individua!s. It is essentia! ear!y in a process
imp!ementation to agree on the common usage o* terms. It is recommended "here
possib!e not to diverge *rom Best Practice un!ess necessary as many other
customers and supp!iers may be a!so using the same terms i* they are *o!!o"ing
best practice process *rame"or$s. This brings unity in the areas o* communication
to he!p enhance not on!y interna! dia!og but a!so documentation/ instructions/
presentations/ reports and interaction "ith other e
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scalation #n #ctivity that obtains additiona! resources "hen these are needed to
meet service !eve! targets or customer e
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Incident 8ecord # record containing the detai!s o* an Incident. =ach Incident
record documents the !i*ecyc!e o* a sing!e Incident.
Incident !tatus Trac5ing Trac$ing Incidents throughout their !i*ecyc!e *or proper
hand!ing and status reporting using indicators such as Open/ In progress/ eso!vedand C!osed.
$riority 1 Incident The highest category o* impact *or an Incident "hich causes
signifcant disruption to the business. # separate procedure "ith shorter timesca!es
and greater urgency shou!d be used to hand!e Major Incidents.
0ormal !erice O(eration The Service Operation defned "ithin the Service
'eve! #greement ,S'#- !imits.
$rimary Technician The technician "ho has responsibi!ity *or correcting the root
cause issue and must $eep users in*ormed o* progress. They are a!so responsib!e *or
coordinating chi!d records.
$riority # category used to identi*y the re!ative importance o* an Incident/
Prob!em or Change. Priority is based on impact and urgency and is used to identi*y
reuired times *or actions to be ta$en. 4or e
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Tier 2 More in&depth technica! support than tier 2. Tier @ support personne! may
be more e
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the process design
7 Document and pub!ici;e the process
7 Defne appropriate po!icies and standards to be
emp!oyed throughout the process
7 Defne Key Per*ormance Indicators ,KPIs- to
eva!uate the e6ectiveness and e+ciency o* the
process/ ma$ing recommendations *or improvements
and design reporting specifcations
7 =nsure the Incident Management process is
used correct!y
7 =nsure that ua!ity reports are produced/
distributed and uti!i;ed
7 evie" KPIs and ta$e action reuired *o!!o"ing
the ana!ysis
7 Periodica!!y audit the process to ensure
comp!iance to po!icy and standards7 #ddress any issues "ith the running o* the
process
7 evie" opportunities *or process enhancements
and *or improving the e+ciency and e6ectiveness o*
the process
7 =nsure that a!! re!evant sta6 and customers
have the reuired technica! and business
understanding/ $no"!edge and training in the process
and are a"are o* their ro!e in the process
7 =nsure that the process/ ro!es/ responsibi!ities
and documentation are regu!ar!y revie"ed and
audited
7 Inter*ace "ith management/ ensuring that the
process receives the needed sta6 resources
7 Provide input to the on&going Service
Improvement Program
7 Communicate process in*ormation or changes/
as appropriate/ to ensure a"areness
7 evie" integration issues bet"een the various
processes
7 Integrate the process into the organi;ation7 Promote the Service Management vision to top&
!eve!senior management
7 4unction as a point o* esca!ation "hen reuired
7 =nsure that there is optima! ft bet"een peop!e/
process and techno!ogytoo!
7 =nsure that the Incident Management process
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is 4it *or Purpose
7 #ttend top&!eve! management meetings to
assess and represent the Incident Management
euirements and provide Management In*ormation
7 #ttend Service 'eve! Management meetings to
*u!!y understand Incident reuirements and business
intentions *or Service usage
7 =nsure the Incident Management process is
used correct!y
7 Provide management and other processes "ith
strategic decision ma$ing in*ormation re!ated to
Incidents and potentia! Prob!ems
7 =nsure that the Incident Management process
operates e6ective!y and e+cient!y through 2st/ @nd/
and Third Party organi;ations
7 Provide the reso!ution detai!s o* Incidents in aproper and time!y manner as it is the end&responsibi!ity
o* Incident Management.
7 Participate in the management o* Major
Incidents
7 Identi*y training reuirements o* frst !ine/
second !ine and support sta6 and ensure that proper
training is provided to meet the reuirements
7 Identi*y opportunities *or improving the too!s
used
7 Promote the Service Des$ "ith the end&user
community/ through the maintenance o* a "eb&page/
in*o mai!s/ bu!!etins and training Service Des$ sta6 in
communication s$i!!s/ "here needed
7 Provide Service Des$ sta6 "ith appropriate
in*ormation to enab!e them to per*orm their *unction
e6ective!y. This inc!udes process in*ormation/
technica! $no"!edge/ record a!!ocation in*ormation/
and access to Kno"n =rror in*ormation
9.2 Tier 1 Technician
Profile Tier 2 Technicians are the !ine sta6 "ho are the subjectmatter e
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andor specifc techno!ogy p!at*orm. They *unction as
initia! contact bet"een those reporting incidents and the
IT organi;ation.
Technicians residing in departments "here Tier @ support
is common!y provided may *unction as Tier 2 support. In
this case the Technician is the initia! contact "ith those
reporting incidents ands provides triage and reso!ution.
Responsibilities 7 'og re!evant Incidents7 Categori;e and prioriti;e incidents
7 Provide frst&!ine investigation and diagnosis
7 eso!ve those Incidents they are ab!e to
7 =sca!ate incidents that cannot reso!ve "ithin
agreed timesca!es
7 C!ose a!! assigned and reso!ved Incidents
7 Communicate "ith users F $eeping them
in*ormed o* incident progress/ noti*ying them o*
impending changes or agreed outages/ etc.
7 Ta$e o"nership o* assigned Incidents
9.' Tier 2 Incident Coordinator
Profile Incident Coordinators are the !ine sta6 "ho areresponsib!e *or the p!anning and monitoring o* the
Incident Management process and associated records.
They *unction as contact peop!e bet"een the di6erent
departments *or a specifc process and may be
responsib!e *or the design o* processes "ithin their o"n
departments.
In genera! the Tier @ Incident Coordinator8
7 May be a department !ead or a person
identifed as an Incident coordinator *or a !ength o* time.
7 )nderstands ho" the specifc techno!ogy fts in
"ith the overa!! IT service and Service 'i*ecyc!e
7 Must be an e6ective communicator
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7 Is a member o* a department "ho is ab!e to
combine dai!y departmenta! activities "ith the
coordination ro!e
Responsibilities
7 Managing o"nership o* Incident records "hi!eproviding monitoring and trac$ing o* Incidents *or their
department
7 Aa!idates/ accepts and assigns Incident records
to Tier @ Incident Technicians
7 C!osing a!! assigned and reso!ved Incidents
7 Determine "hether an Incident record reuires
specia! reporting
7 )nderstand the process/ procedures/ "or$
instructions/ po!icies/ reuired documentation and
too!s
7 )se the process/ procedures/ "or$ instructions/
po!icies/ reuired documentation and too!s as
designed
7 Produce usage and per*ormance data *or his or
her specifc techno!ogy p!at*orm and report on
per*ormance against Incident Management process
CS4s KPIs
7 Initiate the Aeri*y/ Document and C!ose process
9.* Tier 2 Incident Technician
Profile
Tier @ Incident Technicians provide more in&depth
technica! support than Tier 2 Technicians. Tier @
Technicians may be more e
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identifed/ va!idates/ accepts and assigns Incident
records
7 Communication "ith users F $eeping them
in*ormed o* incident progress/ noti*ying them o*
impending changes/ confrming Incident reso!ution or
agreed outages/ etc.
7 C!osing a!! assigned and reso!ved Incidents
7 Initiate the Change Management process i* an
Incident reuires a Change to reso!ve
7 euest interdepartmenta! "or$ i* reuired to
reso!ve an Incident
7 Determine "hether an Incident record reuires
specia! reporting
7 =nsure the Incident Management process is
used correct!y
7 )nderstand the process/ procedures/ "or$instructions/ po!icies/ reuired documentation and
too!s
7 )se the process/ procedures/ "or$ instructions/
po!icies/ reuired documentation and too!s as
designed
7 Initiate the Aeri*y/ Document and C!ose process
9. -ser:Customer
Profile # person "ho uses the IT service on a day&to&daybasis. )sers are di6erent *rom Customers F a
customer might not use the IT service direct!y
Responsibilities 7 Provides the input into the IncidentManagement Process
7 eports incidents "hen they occur
7 )ses the Service Des$ as their frst and on!y
point o* contact *or a!! support issues re!ated to the
IT In*rastructure
7 )ses indicated methods o* reporting Incidents
7 Provides correct and comp!ete in*ormation
about the incident itse!* and the circumstances
under "hich it occurred
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Incident Management 3igh ;eel $rocess )escri(tions
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Incident Management Tier 1 $rocess
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)escri(tions
1.1 ;og, CategoriAe and $rioritiAe Incident
$ur(ose The incident is !ogged/ prioriti;ed/ and categori;ed inthe ITSM too! to enab!e trac$ing and monitoring
through reso!ution o* the incident
8eBuirement!tatement
#!! incidents are trac$ed in the ITSM too!
In(uts Phone/ emai!/ se!* service notifcation
$rocedure or 4or5Instruction !te(s
● Incident is !ogged in the ITSM too!● Inc!ude incident detai!s● Incident is categori;ed based on interna!
agreement● Incident is prioriti;ed based on impact and
severity● Choose customer notifcation method
Out(uts Incident record
Metric 2- Tota! number o* incidents reported @- %umber o*
incidents by category G- %umber o* incidents by
priority
1.2 Troubleshoot -sing #no7ledge +ase
$ur(ose eso!ve incident uic$!y/ minimi;ing impact to theuniversity
8eBuirement!tatement
To reso!ve incident at initia! point o* contact
In(uts Incident record and avai!ab!e $no"!edge base
artic!es
$rocedure or 4or5Instruction !te(s
● Eas another customer ca!!ed "ith a simi!ar
incident>● )se avai!ab!e $no"!edge to reso!ve the
incident● #ttempt to reso!ve the incident co!!aborative!y
"ith customer● #ttempt to reso!ve incident using remote
assistance● #pp!y reso!ution i* app!icab!e
Out(uts ● )pdated Incident record
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● %e" or updated $no"!edge base record
Metric ● Time to reso!ve incident● Incidents reso!ved using remote assistance● Incidents reso!ved using $no"!edge base
).1.' 8elated to O(en Incident
$ur(ose Tier 2 combines simi!ar service reuests into oneincident. The purpose o* re!ating records is tominimi;e the impact to Tier @ resources. e*erenceSupport Center5s =sca!ated ecords Dashboard,=D-.
)ecision ;ogic Hes F (o to 2. e!ate to e
1.* 8elate to Disting 8ecord
$ur(ose To !in$ simi!ar incidents together under one parentincident record. hen parent incident is c!osed/customers are notifed based on notifcation methodin step 2.2
8eBuirement!tatement
#!! dup!icate incidents "i!! be re!ate to a parentrecord. e!ated service reuests shou!d be combinedtogether to minimi;e the number o* incidents being"or$ed on.
In(uts Incident record
$rocedure or 4or5Instruction !te(s
● e!ate ne" incident to open incident using
ITSM too! re*erencing =D managed by
Incident Manager○ I* re!ationship error is made ,not re!ated
appropriate!y or mis&assigned- frst !inesupport "i!! brea$ re!ation and modi*y
parentchi!d re!ationships
Out(uts )pdated Incident record
Metric 2- %umber o* re!ated reuests to one incident @-
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%umber o* incidents re&opened
1. -(date $riority
$ur(ose Mu!tip!e reports o* a simi!ar incident may re?ect a!arger scope o* service degradation. Incidentreso!ution may reuire additiona! resources.
8eBuirement!tatement
Incidents "i!! have an assigned priority a!!o"ingappropriate resources to be directed to"ardsreso!ution.
In(uts Mu!tip!e incident records/ =D
$rocedure or 4or5Instruction !te(s
● )pdate priority o* parent record○ Priority based on impact and severity
○ Incident Manager communicates "iththe appropriate Incident Coordinator
Out(uts )pdated incident record
Metric %umber o* high priority incidents
).1.9 8esoled at Tier 1
$ur(ose Determine "hether esca!ation is needed
)ecision ;ogic Hes F (o to ADC process
%o F (o to 2.L =sca!ate to Tier @
1.E scalate to Tier 2
$ur(ose To esca!ate incidents to the correct Tier @ group basedon estab!ished service agreements
8eBuirement!tatement
eso!ve a!! incidents at the !o"est !eve! possib!e
In(uts Incident record
$rocedure or 4or5Instruction !te(s
● Aa!idate comp!eteness o* incident record per
estab!ished service agreements● e*erence service agreements to determine Tier
@ assignment group○ Support Center may act as Tier @ in
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support o* specifc services● =sca!ate incident
Out(uts )pdated incident record
Metric 2- %umber o* incidents esca!ated @- %umber o*
incidents reso!ved at Tier 2
).1.F Is This a 3igh $riority
$ur(ose Eigh priority incidents reuire additiona! coordination"ith Tier @ support
)ecision ;ogic Hes F (o to 2. Confrm receipt "ith IncidentCoordinator
%o F (o to Tier @ process
1. Conrm 8ecei(t 7ith Incident Coordinator
$ur(ose Confrm Tier @ is a"are o* a high priority incidentensuring resources are a!!ocated to reso!ution in atime!y manner
8eBuirement!tatement
Incidents "i!! have an assigned priority a!!o"ingappropriate resources to be directed to"ards
reso!ution.
In(uts Incident record
$rocedure or 4or5Instruction !te(s
● Tier 2 technician confrms the Tier @ incident
coordinator ,or designee- received the incident
record● Tier 2 technician ma$es Tier @ incident
coordinator ,or designee- a"are o* the high
priority incident● Tier 2 technician passes a!ong incident detai!s
to the Tier @ incident coordinator ,or designee-
Out(uts )pdated incident record
Metric %umber o* incidents by priority
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Incident Management Tier 1 $rocess 8
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).1.28esoled at Tier 1
< 8
1.scalate to Tier 2
< 8 I
).1.'Is this a high(riority
< 8
1.9Conrm recei(t 7ithincident coordinator
< 8 C
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Incident Management Tier 2 $rocess alidates /
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!tatement steps *or reso!ution
In(uts Incident ecord
$rocedure or 4or5Instruction !te(s
● Incident Coordinator assigns Incident to
technician
Out(uts )pdated Incident ecord
2.*
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2.9 +egin Incident 8esolution
$ur(ose Incident Technician "i!! ta$e initia! steps reuired tocomp!ete the Incident reso!ution
8eBuirement
!tatement
#!! Incidents must be reso!ved
In(uts Incident ecord
$rocedure or 4or5Instruction !te(s
● Incident Technician begins initia! "or$ reuired
to reso!ve the incident● I* reso!ution reuires assistance *rom a vendor
or the acuisition andor rep!acement o*
hard"are8○ Set incident record status according!y○ #nnotate record "ith case/ tic$et/ order
or M# number○ %oti*y submitter o* possib!e de!ays
Out(uts )pdated Incident ecord
).2.E Incident 8eBuire a Change to resole
$ur(ose I* a change is reuired to reso!ve the incident/ are!ated Change record must be created.
)ecision ;ogic Hes F (o to @.N Open re!ated record
%o F (o to [email protected] Is interdepartmenta! "or$
reuired>
2.F O(en 8elated 8ecord
$ur(ose To in*orm a department that a Change "i!! beneeded to reso!ve an Incident
8eBuirement!tatement
I* a Change is reuired to reso!ve an Incident/ are!ated Change record is created to in*orm thedepartment o* the "or$ they "i!! need to comp!ete
In(uts Incident ecord
$rocedure or 4or5Instruction !te(s
● Open a ne"re!ated Change record c!assifed
and prioriti;ed appropriate!y○ I* the ne"re!ated Change record is a
high priority/ confrm that the necessary
department received the ne"re!ated
record.
Out(uts )pdated Incident ecord and Change ecord
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Metric %umber o* Incidents that reuire a Change to reso!ve
2.
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2.12 >alidate 8elated 4or5
$ur(ose #*ter re!ated "or$ is comp!eted/ either as a Change/another Incident or both/ tas$s "i!! be confrmed bythe department that created the re!ated record
8eBuirement!tatement I* a department creates a re!ated record/ a!! tas$scomp!eted by another department must be va!idated
In(uts Incident ecord
$rocedure or 4or5Instruction !te(s
● =nsure a!! re!ated record have been c!osed
and are va!idated
Out(uts )pdated Incident ecord
2.1' Com(lete Incident 8esolution
$ur(ose Incident Technician "i!! ta$e fna! steps reuired tocomp!ete the Incident reso!ution
8eBuirement!tatement
#!! Incidents must be reso!ved
In(uts Incident ecord
$rocedure or 4or5Instruction !te(s
● Incident Technician comp!etes a!! "or$
reuired to fna!i;e reso!ution
Out(uts )pdated Incident ecord
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8ecord
2.
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Incident Management >eriy, )ocument / Close $rocess
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Instruction !te(s G.2 and customer responses in G.@ as "e!! as
any other responses that app!y to the
reso!ution o* the incident● )pdate re!evant Kno"!edge Base
Out(uts )pdated Incident ecord and Kno"!edge Base
).'.* Is 8eie7 8eBuired by the IncidentCoordinator
$ur(ose To provide a second pair o* eyes/Q *or additiona!:ua!ity #ssurance at the departmenta! !eve!.
)ecision ;ogic Hes F (o to G.R Tech proposes c!osing Incident
%o F (o to G.22 Tech c!oses Incident record
'. Tech $ro(oses Closing Incident
$ur(ose I* additiona! :ua!ity #ssurance chec$ is reuired/another technician "i!! veri*y the "or$ that "ascomp!eted
8eBuirement!tatement
The technician be!ieves that the incident "asreso!ved and submits the incident record tomanagement or the Incident Coordinator *or revie"that it meets departmenta! standards and adheres toprocedures
In(uts The Incident ecord
$rocedure or 4or5Instruction !te(s
● Tech changes status to pending c!osed● Submits the incident record *or revie" to
management or Incident Coordinator
Out(uts )pdated Incident ecord
Metric %umber o* additiona! :ua!ity #ssurance revie"s by
department.
'.9 Incident Coordinator >eries O(tional H<Huestions
$ur(ose Provides a second opportunity to ensure that thetechnician comp!eted the reuired steps
8eBuirement!tatement
Some departments may deem it necessary to use anadditiona! ua!ity assurance steps. I* so/ ensurea+rmative or appropriate conte
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Instruction !te(s uestions8
● hat "ere the steps comp!eted to reso!ve the
Incident>● Did the technician test the reso!ution>● Did the customer test the reso!ution>● Did the customer veri*y that the Incident
ecord can be c!osed>● hat Kno"!edge Base artic!e "as used>
Out(uts )pdated Incident ecord
Metric %umber o* Incidents that *ai! :# Chec$
).'.E $asses H< Chec5
$ur(ose It is the responsibi!ity o* the Incident Coordinator todetermine "hether the incident passes the :#Chec$. I yes, go to '.1=& Incident CoordinatorCloses Incident. I no, go to '.F&8eassign8ecord to Tech.
)ecision ;ogic Hes F (o to G.2 Incident Coordinator c!oses Incident
%o F (o to G.N eassign record to tech
'.F 8eassign 8ecord to Tech
$ur(ose #ssign to Technician to reso!ve outstanding :#Issues
8eBuirement!tatement
It is the responsibi!ity o* the Incident Coordinator toassign the incident to a technician to reso!ve a!!outstanding issues
In(uts Incident ecord
$rocedure or 4or5Instruction !te(s
● Incident Coordinator assigns Incident ecord
to technician● Incident coordinator communicates needed
in*ormation to be inc!uded in the incident
records or appropriate changes to bring
reso!ution into comp!iance "ith :#
Out(uts )pdated Incident ecord
Metric %umber o* Incidents 4ai!ing :ua!ity #ssurance Chec$
'. Tech 8esoles H< Issue
$ur(ose Technician to reso!ve outstanding :# Issues
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8eBuirement!tatement
In order to pass a :# chec$/ the technician ensuresthat a!! standard operating procedures have beenmet
In(uts Incident ecord
$rocedure or 4or5Instruction !te(s
● Technician reso!ves a!! outstanding :# issues● esubmit record to Incident Coordinator/ step
G.R
Out(uts )pdated Incident ecord
'.1= Incident Coordinator Closes Incident
$ur(ose Incident passed the :# chec$ enab!ing the IncidentCoordinator to c!ose the record
8eBuirement!tatement
#!! Incident ecords "i!! be c!osed upon comp!etion
In(uts Incident ecord
$rocedure or 4or5Instruction !te(s
● Incident Coordinator changes the status o* therecord to c!osed
Out(uts C!osed Incident ecord
'.11 Tech Closes Incident 8ecord
$ur(ose I* no :ua!ity #ssurance chec$ "as needed/ thetechnician c!oses the incident record
8eBuirement!tatement
#!! Incident ecords "i!! be c!osed upon comp!etion
In(uts Incident ecord
$rocedure or 4or5Instruction !te(s
● Technician changes the status o* the record to
c!osed
Out(uts C!osed Incident ecord
'.12 Customer 0otied o Incident Closure
$ur(ose The customer must be notifed that their Incidenthas been c!osed in the ITSM too!
8eBuirement!tatement
#!! customers must be notifed "hen their Incidentecord has been c!osed in the ITSM too!
In(uts C!osed Incident ecord$rocedure or 4or5Instruction !te(s
● Customer is notifed based upon their
notifcation pre*erence○ I* pre*erence is emai! then automated
emai! generated *rom the ITSM too! is
su+cient○ I* pre*erence is te!ephone/ the Support
Center is notifed and "i!! *o!!o" up "ith
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the customer via te!ephone
Out(uts Customer %otifcation o* c!osure
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Issue
'.1= IncidentCoordinator ClosesIncident
< 8
'.11 TechnicianCloses Incident8ecord
< 8 8
'.12 Customer0otied o IncidentClosure
< 8 I