The incident management process can be summarized as follows: Show
These processes may be simple or complex based on the type of incident; they also may include several workflows and tasks in addition to the basic process described above. Incident loggingAn incident can be logged through phone calls, emails, SMS, web forms published on the self-service portal or via live chat messages. Incident categorizationIncidents can be categorized and sub-categorized based on the area of IT or business that the incident causes a disruption in like network, hardware etc. Incident prioritizationThe priority of an incident can be determined as a function of its impact and urgency using a priority matrix. The impact of an incident denotes the degree of damage the issue will cause to the user or business. The urgency of an incident indicates the time within which the incident should be resolved. Based on the priority, incidents can be categorized as:
Incident routing and assignmentOnce the incident is categorized and prioritized, it gets automatically routed to a technician with the relevant expertise. Creating and managing tasksBased on the complexity of the incident, it can broken down into sub-activities or tasks. Tasks are typically created when an incident resolution requires the contribution of multiple technicians from various departments. SLA management and escalationWhile the incident is being processed, the technician needs to ensure the SLA isn't breached. An SLA is the acceptable time within which an incident needs response (response SLA) or resolution (resolution SLA). SLAs can be assigned to incidents based on their parameters like category, requester, impact, urgency etc. In cases where an SLA is about to be breached or has already been breached, the incident can be escalated functionally or hierarcially to ensure that it is resolved at the earliest. Incident resolutionAn incident is considered resolved when the technician has come up with a temporary workaround or a permanent solution for the issue. Incident closureAn incident can be closed once the issue is resolved and the user acknowledges the resolution and is satisfied with it. Post-incident reviewAfter an incident has been closed, it's good practice to document all the takeaways from that incident. This helps better prepare teams for future incidents and creates a more efficient incident management process. The post-incident review process can be broken down into various aspects, as shown below, and is particularly useful for major incidents. Internal evaluationIncident identification
Information flow and communication:
Structure
Resource utilization
Process
Reporting
External evaluation - End User surveysApart from the above factors, some end-user facing factors should also be evaluated. For this purpose, a post-closure survey is conducted to collect feedback from the end users affected by the incident. This survey should be used to gain insight in some key areas, like:
Build your custom incident management workflows Which practice manages the recording classification and ownership of service requests and incidents in ITIL?2) Which practice includes the classification and ownership of queries and requests from users? Notes : Service desks provide a clear path for users to report issues, queries, and requests, and have them acknowledged, classified, owned, and actioned.
Which practice handles requests for information from users?The purpose of the service desk practice is to capture demand for incident resolution and service requests. It should also be the entry point and single point of contact for the service provider with all of its users.
Which practice is responsible to identify actual and potential causes of incidents and preventing?What is problem management? The purpose of problem management is to reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents, and managing workarounds and known errors.
How does categorization of incidents assist the incident management practice ITIL?Incident categorization also helps the service desk system apply the most appropriate SLAs to incidents and communicate those priorities to end users. Once an incident is categorized and prioritized, technicians can diagnose the incident and provide the end user with a resolution.
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