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ITIL Incident Management Process - detailed (ITIL v3)

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BENEFITS OF DOCUMENT

1. Detailed Incident Management process flow
2. Ideal for Awareness or Process Workshops

DOCUMENT DESCRIPTION

ITIL Incident Management Process is essential Process in Service Support. Process is contained in ITIL Service Operation book. Document describes the process in detail including very detailed description of Process flow steps. Other than that, document contains ITIL Incident Management key definitions, process roles, CSFs, KPIs, Risks and Challenges.

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ITIL Incident Management Process - detailed (ITIL v3)

  1. 1. Incident Management ITIL v3 Incident Management Process ...restoring normal service operation as soon as possible
  2. 2. Incident Management Incidents have a Lifecycle!... „Lifecycle is the series of changes that happen to a living creature/project/product/etc. over the course of its lifetime.” Status codes indicate where Incidents are in relation to the lifecycle. E.g.: • Open • In progress • Resolved • Closed • (Pending) ... Incident management is the process responsible for managing the lifecycle of all incidents. Open In progress Resolved Closed This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3incident-management-process-detailed-1886
  3. 3. Incident Management Purpose and objectives Purpose ...restore normal service operation as quickly as possible ...minimize the adverse impact on business ...ensuring best possible levels of service quality and availability are maintained according to SLA’s Objectives • standardized methods and procedures • increased visibility and better communication • priorities aligned with business • user satisfaction with the quality of IT services. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3incident-management-process-detailed-1886
  4. 4. Incident Management Incident Priority ... assigned, to ensure that the support groups will pay the required attention to the incident. ...based on the Urgency and Impact. Incident priority How fast does it need to be fixed?How much damage, if not fixed soon? IMPACT + URGENCY = PRIORITYThis document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3incident-management-process-detailed-1886
  5. 5. Incident Management Major Incident = High Impact + High Urgency ... highest category of impact for an incident. ...results in significant disruption to the business. ...should have separate procedure A separate procedure !!! ( for major incidents) ... shorter timescales and greater urgency ... separate major incident team under the direct leadership of the incident manager ... Informing Management and Customer …Service Desk ensures that all activities are recorded and users are kept fully informed of progress. Major Incidents Major Incident This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3incident-management-process-detailed-1886
  6. 6. Incident Management Standard Incident models Standard Incident Models Standard Incident Models are designed and implemented for handling standard (reoccurring) incidents more efficiently. An Incident Model should include the following: • steps required to handle the incident and their order • Responsibilities • Timescales and thresholds for completion • Any escalation procedure • Any evidence prevention activities ...Support tools can then be used to automate handling of standard incidents. This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3incident-management-process-detailed-1886
  7. 7. Incident Management TRIGGERS: Incidents ... from Event Mgmt, from web interface, from Users, from suppliers, from technical Stuff Incident Identification: • Usually it’s unacceptable to wait until a user logs an incident • Monitoring assures : • Early detection of Failure/potential failure • Quick start of Incient Management * IDEAL SITUATION: Incident is resolved before it had an influence on users ! Process Workflow – Incident Identification This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3incident-management-process-detailed-1886
  8. 8. Incident Management • Categorization indicates the type of incident being logged * Category is often related to team that will handle the incident from the Service Desk * Categories are often multi-level . For Example: - Hardware – Server – Memory Board – Card Failure - Software – Application – Finance Suite – Purchase Order System * It’s useful if incident and problem categories are alike Process Workflow – Incident Categorization This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3incident-management-process-detailed-1886
  9. 9. Incident Management • Prioritisation determines how the incident will be handled by support staff and by support tools * Remember: PRIORITY = Urgency + Impact (+ SLA) High Medium Low High 1 2 3 Medium 2 3 4 Low 3 4 5 URGENCY IMPACT Priority code Description Target Resolution Time 1 Critical 1 hours 2 High 8 hours 3 Medium 24 hours 4 Low 48 hours 5 Planning Planned Process Workflow – Incident Prioritization This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3incident-management-process-detailed-1886
  10. 10. Incident Management • Service Desk Analyst will determine with the user: • Full symptoms (what has gone wrong) • How to correct it ? • Using: • Diagnostic scripts • Known Error information If the incident is resolved -> it will be closed (after informing the user !!!) Process Workflow – Incident Diagnosis This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3incident-management-process-detailed-1886
  11. 11. Incident Management If the incident is NOT resolved -> it will be escalated (and user informed !!!) • HIERARCHIC ESCALATION (up the management chain) occurs when: • SLA breaches are threatened • Extra resources are needed to resolve the incident • Senior Management needs to be aware / approve the steps required * May also be initiated by the customer / user if they see it necessary ! Process Workflow – Hierarchical Escalation This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3incident-management-process-detailed-1886
  12. 12. Incident Management • When the resolution has been identified it should be applied and tested • If satisfactory a time / date stamp is recorded as this is the end of downtime • The incident record must be updated with the details of actions taken • The incident should be returned to the Service Desk for closure action Process Workflow – Resolution and Recovery This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3incident-management-process-detailed-1886
  13. 13. Incident Management Process Interfaces Event Mgmt • Event can (automatically) raise incident Request Fulfilment • Request handling can also be handled by IM process Problem Management • Incidents (repeated) often point to problems • Solving the problems should reduce the number of incidents Asset & Configuration Mgmt • Provides data used to identify and progress incidents • IM assists in verfication of CMS Change Management • Changes are often reasons why incidents occure • Incidents can lead to changes required for resolutions/workarounds This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3incident-management-process-detailed-1886
  14. 14. Incident Management CMDB CMS Incident Record •Reference Number •CI Impacted •Dates and Times •Originator •Affected users •Symptoms •Category, Priority •Actions Taken •Relationships •Closure details Diagnostic Script KEDB Involvement in Information Management This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3incident-management-process-detailed-1886
  15. 15. Incident Management • Incidents not being handled in appropriate timescales • Insufficient incident backlog • Poor information availability (for resolving/escalating...) • Mismatch in objectives/expectations for Incident Management ...due to a lack of or inappropriate training ? ...due to inadequate support tools ? ...due to lack of support tools integration ? ...due to poorly-aligned or non-existent OLAs or UCs ...SLAs ? ....due to ...... ? Risks Risks This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3incident-management-process-detailed-1886
  16. 16. Incident Management IM Process Owner - accountable for the process Incident Manager ...manages the work of Incident Support Staff • Developing and maintaining IM process and procedures (driving efficiency and effectiveness ) • Managing the work of incident support staff (first- and second-line) • Managing Major Incidents • Monitoring the effectiveness of IM ...recommending improvement • Developing and maintaining the IM systems • Producing management information 1st line support (normally the Service Desk) • Identify, logg, categorize, priotitize, diagnose, reslove/escalate and close an incident. 2nd line support * (generally Technical/Application Management) • Investigate, diagnose, resolve (recover) an incident. 3rd line support * (External experts or Internal ones) • Investigate, diagnose, resolve (recover) an incident. Roles Incident Management Process Owner Incident Manager 1st, 2nd and 3rd line support This document is a partial preview. Full document download can be found on Flevy: http://flevy.com/browse/document/itil-v3incident-management-process-detailed-1886
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