incident management process descriptions

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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

ITSM Process Description- Incident Management

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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


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


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 Process Descriptions


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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


To reso!ve incident at initia! point o* contact

In(uts Incident record and avai!ab!e $no"!edge base

artic!es


● 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


#!! 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


● 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.


Incidents "i!! have an assigned priority a!!o"ingappropriate resources to be directed to"ardsreso!ution.

In(uts Mu!tip!e incident records/ =D


● )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


eso!ve a!! incidents at the !o"est !eve! possib!e



● 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


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


Incidents "i!! have an assigned priority a!!o"ingappropriate resources to be directed to"ards

reso!ution.



● 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-


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


● 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



● 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


).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


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



● 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



● =nsure a!! re!ated record have been c!osed

and are va!idated


2.1' Com(lete Incident 8esolution

$ur(ose Incident Technician "i!! ta$e fna! steps reuired tocomp!ete the Incident reso!ution


#!! Incidents must be reso!ved



● Incident Technician comp!etes a!! "or$

reuired to fna!i;e reso!ution



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Incident Management Tier 2 $rocess 8


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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


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


● Tech changes status to pending c!osed● Submits the incident record *or revie" to

management or Incident Coordinator


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


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>


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


It is the responsibi!ity o* the Incident Coordinator toassign the incident to a technician to reso!ve a!!outstanding issues



● 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 :#


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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In order to pass a :# chec$/ the technician ensuresthat a!! standard operating procedures have beenmet



● Technician reso!ves a!! outstanding :# issues● esubmit record to Incident Coordinator/ step

G.R


'.1= Incident Coordinator Closes Incident

$ur(ose Incident passed the :# chec$ enab!ing the IncidentCoordinator to c!ose the record


#!! Incident ecords "i!! be c!osed upon comp!etion



● 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


#!! Incident ecords "i!! be c!osed upon comp!etion



● 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!


#!! 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

Incident Management >eriy, )ocument / Close $rocess

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Issue

'.1= IncidentCoordinator ClosesIncident

< 8

'.11 TechnicianCloses Incident8ecord

< 8 8

'.12 Customer0otied o IncidentClosure

< 8 I

incident management process descriptions

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