Short presentation-on incident management, as per ITIL definition,In today’s article we are going to learn all about the “Incident Tracking and management” Process – How to track and manage incidents in Software Testing with sample templates. Are you thinking- “STH has published a lot of content on defect/bug tracking, so how is this going to be different”? That is exactly the reason why we have to look at what we mean by incident first.

1. IncidentManagement
By
AbhinavSabharwal

2. Hello!I am Abhinav Sabharwal
Sr.Consultant at Capgemini
You can reach me at:
skyabhiav@gmail.com

3. WhatisIncident?

4. Incidents can be defined in simple words as an event
encountered during testing that requires review.
Incidents however are special category of issue that
might occur due to miss configuration, corrupted data
or server crash etc. E.g.: Disk spaces full, error in
executionRuntimeError,service unavailable
WhatCanBeCalledAsIncident

5. DifferencebetweenError,Defect,Bug&Incidents
1. Error: An action performed by human that result in
unexpected system behavior's.; incorrect syntax,
improper calculation of values, misunderstanding
of software
requirementetc.
2. Defect: This is a term usually used by testers. When
tester finds a mistake or problem then it is referred
toasDefect.

6. DifferencebetweenError,Defect,Bug&Incidents
3. Bug: Bug is developer’s terminology. Once a defect
found by a tester is accepted by developer it is called
abug.Theprocessofrectifyingallbugsinthesystem
iscalledBug-Fixing.
4.Incident: Incident is an unplanned interruption.
When the operational status of any activity turns
from working to failed and causes the system to
behave in an unplanned manner it is an incident. A
problemcan causemorethanoneincidentswhichare
toberesolved, preferablyassoonaspossible.

7. fewrelatedterms

8. 1. Severity:Thepotentialimpactoftheincidentwill
decidetheirseverity.ItcanbeMajor,Minor,Fatal
orCriticalforimmediateresolution.
2. Priority:Setaccordingtoseverity andinfluence
ontheworkingstatusofthesystem.Valuescanbe
High,Medium,Low,VeryHighorUrgent/Immediate.
3. IncidentStatus:Thecurrentstatewherehandling
theincidentisat.ItcanbeNew,InProgress,
ResolvedandClosed.

9. IncidentManagementProcess
Incident management is the overall process starting from
logging incidents to resolving them. It is a very
critical process as this will ensure that the incidents
getaddressed isa systematic andeffectivemanner. Also,
by streamlining the entire process, there is a good
chancethatearlyfixingoftheissuesmighthappen

10. incidentManagementProcess
Identification
&Logging
Classification
&
Prioritization
Analysis
resolution
closure

11. IncidentManagementProcess
#1IncidentIdentificationandLogging:
IncidentIdentificationiseitherdoneviatesting
(usingtoolsorotherwise),userfeedback,
infrastructuremonitoring
#2.ClassificationandPrioritization:
Classificationofincidentshelpsuspartitionthem
basedontheirtype(software,hardware,service
request,etc.)soitmakesforeasierreportingand
analysis

12. IncidentManagementProcess
#3.InvestigationandAnalysis:Thisstepisto
betterunderstandtheproblemsowenotonlyfixit
rightnow,butgatherinformationforpreventing
fromre-occurrence.
#4.ResolutionandRecovery: Stepsaretakento
removetheincidentandbringthesystembacktoits
previousworkingcondition.
#5.IncidentClosure:Theresolutionisretested and
incasethesystemisworkingasintended,the
incidentisclosed

13. TestIncidentReport
Test incident report is an entry created in defect
repository with unique ID for each incident
encountered. The test incident report documents all
issuesfoundduringthevariousphasesoftesting.

14. TestIncidentReport
#1.Identifier:Specifies IDwhichisuniqueand
companygeneratednumbertoidentifyandlocate
anincident.
#2.Summary:Summarizestheincidentinaconcise
way.Containssufficientdetailstounderstand
relatedfactsviz.references,associatedtest
procedures,versionofthesoftware,testcasesetc.

15. TestIncidentReport
#3.IncidentDescription:Describesincidentwith
followingdetails:Inputs
ExpectedResult
ActualResult
Attempttorepeat
Anomalies
DateandTime
ProcedureStep
Tester’sName

16. Conclusion
As this presentation shows incident management is
not very different from bug tracking, we also want
to point out that- try not to be too attached to the
definition of bug/defect/incident etc, because most
companies do not differentiate between one term to
the other. So all of them are used synonymously for
themajorityofthetime.

17. Thanks!
Any questions?
You can find me at:
skyabhinav@gmail.com