Copyright The Art of Service

Incident detection and recording Classification and initial support Investigation and diagnosis Resolution and recovery Ownership Tracking Monitoring Communication Closure Incident Record Control

Objectives Activities

Restore Normal Operation with Minimal Disruption Quick restoration of Service following an Incident For Customers/Users Incidents are not lost or forgotten Up to date status of their Incident provided Remove duplication of effort

Benefits
Logged Incidents In Service Desk Out Known Errors, Work-arounds, Quick Fixes Incidents with unknown causes Info on planned changes some Incidents will be solved by a Change RFCs Info on upcoming releases reports on incidents per release Info on CIs & parent/child relationships between CIs Incidents connected to CIs in CMDB Security Policy Report of security breach incidents Service Level Agreement Service Catalogue Reports on service level breaches Resolutions for capacity-related incidents Reports on capacity-related incidents Explanations of unacceptable availability Reports of availability-related incidents ITSCM Plan awareness and training Historical data for planning Price/Cost per service information Reports of time spent per incident by CI/service In Out In Change Management Out In Out In Out In Out In Service Level Management Out In Out In Out In Out In Out Financial Management IT Service Continuity Management Availability Management Capacity Management Security Management Configuration Management Release Management Problem Management

For MIS

Clear view of the status and priorities of the Incidents Possibility to measure performance against SLAs Higher user and customer satisfaction high impact, high urgency, incidents first

For the business

Quicker resolution of Incidents leading to productivity gains Management information is provided

Not integrated with other processes Lack of management support No work practice review Poorly defined service objectives, goals & responsibilities

Problems

SLA not communicated Knowledge for resolving incidents lacking Lack of training Lack of tool support

Incident Management
Relationships

Resistance to change

Number of Incidents per time period Number of Incidents per category

KPIs

Number of Incidents per priority level Incident resolution performance against service levels Number of closed Incidents per time period

Monitoring the effectiveness and efficiency of the process Controlling the work of the support groups Manager Making recommendations for improvement Developing and maintaining the Incident Management system Reporting to management and other process areas recording incidents

Roles
1st Level Support

classifying incidents matching incidents routing incidents resolving incidents closing incidents investigation incidents

functional escalation - lack of expertise heirarchical escalation - likelihood of a breach a temproary fix for the incident

2nd - nth Level Support Escallation

diagnosis incidents recovery incidents

Terminology
Workaround