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Incident Management Zeeshan Ahmed


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A basic course on Incident Management focusing on Objectives, Mission and Critical success factor for Incident Management.

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Incident Management Zeeshan Ahmed

  1. 1. Incident Management Zeeshan Ahmed [email_address]
  2. 2. Contents <ul><li>What is incident </li></ul><ul><li>Objective of Incident Management </li></ul><ul><li>Mission of Incident Management </li></ul><ul><li>Inputs / Outputs of Incident Management </li></ul><ul><li>Activities of Incident Management Process </li></ul><ul><li>The Critical Success Factor </li></ul><ul><li>Difference between Incident management & Problem Management </li></ul>
  3. 3. What is an Incident <ul><li>An 'Incident' is any event which is not part of the standard operation of the service and which causes, or may cause, an interruption or a reduction of the quality of the service. </li></ul>
  4. 4. Objective of Incident Management <ul><li>The objective of Incident Management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user, at a cost-effective price </li></ul>
  5. 5. Entities to Achieve Objective <ul><li>Incident Management Policies </li></ul><ul><li>Processes and Procedures </li></ul><ul><li>Incident escalation standards </li></ul><ul><li>Dedicated Incident Management Process Owner </li></ul><ul><li>Incident Classification Categories </li></ul><ul><li>Incident Reporting Templates </li></ul><ul><li>Incident communications and Training </li></ul>
  6. 6. Inputs / Outputs of Incident Management <ul><li>Inputs for Incident Management mostly come from users, but can have other sources as well like management Information or Detection Systems. The outputs of the process are RFC’s (Requests for Changes), resolved and closed Incidents, management information and communication to the customer </li></ul>
  7. 7. Activities of Incident Management Process <ul><li>Incident detection and recording </li></ul><ul><li>Classification and initial support </li></ul><ul><li>Investigation and diagnosis </li></ul><ul><li>Resolution and recovery </li></ul><ul><li>Incident closure </li></ul><ul><li>Incident ownership, monitoring, tracking and communication </li></ul>
  8. 8. Critical Success Factors <ul><li>The Critical Success Factors are: </li></ul><ul><li>Maintaining Service Quality </li></ul><ul><li>Maintaining Customer Satisfaction </li></ul><ul><li>Resolving Incidents Within Established Service Times </li></ul>
  9. 9. <ul><li>Incidents and Service Requests are formally managed through a staged process to conclusion. This process is referred to as the &quot;Incident Management Lifecycle&quot;. The objective of the Incident Management Lifecycle is to restore the service as quickly as possible to meet Service Level Agreements. The process is primarily aimed at the user level. Problem Management deals with resolving the underlying cause of one or more Incidents. The focus of Problem Management is to resolve the root cause of errors and to find permanent solutions. Although every effort will be made to resolve the problem as quickly as possible this process is focused on the resolution of the problem rather than the speed of the resolution. This process deals at the enterprise level. </li></ul>Difference between Incident management & Problem Management
  10. 10. <ul><li>Zeeshan Ahmed </li></ul><ul><li>Manage Services Professional – NOC Consultant </li></ul><ul><li>[email_address] </li></ul><ul><li>Skype: zeeshan.ahmed95 </li></ul>For any Comments or Suggestions