Incident Management Process Details & Tool Highlights - ITS

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Nov 20, 2013 (3 years and 11 months ago)

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Incident Management

Process Details & Tool Highlights

April 2011

Agenda


Incident Management Process Details


ITSM Tool Highlights


Q & A


Resources


Training Information

Incident Steps

A.
Services & Categorization

B.
Knowledge Search

C.
Significant Incident
Process

D.
Closure Process

Key New Process Points

1.
Incident Detection &
Recording

2.
Incident Classification &
Knowledge Search

3.
Investigation & Diagnosis

4.
Resolution & Recovery

5.
Incident Closure

Today: Discuss the Incident steps in further detail and

see how the process is facilitated by the ITSM Tool.

Detection & Recording

Classification

Classification

Classification

Impact & Urgency Matrix

ITSM
Incident

Priority

Critical

There is a significant risk to
the business or exposure to
the organization for not
restoring the user’s ability
to perform their vital
business
function.

High

There is a higher level of risk
to the business or exposure to
the organization for not
correcting the service.


Medium

There is an acceptable
level of risk to the
business or exposure to
the organization for
either restoring the
service within a short

period of time.

Low

There is minimal risk to
the business or exposure
to the

organization for
either restoring the
service (or not) within a
short period of time.

Impact

1. Extensive/Widespread

The majority of users of the
service are, or have the
potential to be, affected by
the issue.

2. Significant/Large

25
-
50% of overall users, or
the majority of users in a
single

central office are, or
have the potential to be
affected by the issue. No
workaround is available.

3. Moderate/Limited

25
-
50% of overall users,
or the majority of users in
a single central office are,
or have the potential to
be affected by the issue.
A workaround is available.

4. Minor/Localized

Minimal number of users
of the service are, or have
the potential to be,
affected by the issue.

Urgency

1. Critical

The Incident has caused a
work stoppage, or has the
potential to cause a work
stoppage of a vital business
function or service. This
includes a degradation of
service.

2. High

The Incident has not resulted
in a work stoppage, but has

significantly impaired the
user’s ability to perform their

normal business operation
and a work around is not

available.

3. Medium

The Incident has not
resulted in a work
stoppage, but has

impaired the user’s ability
to perform their normal
business operation. A
workaround is available.

4. Low

The Incident has not
impeded or disrupted the
service and is more of an
inconvenience, or all
Incidents that don’t fit the

Medium, High or Critical
designation.

Target


Restore

4 Hours

1 Day

5 Days

10 Days

Target


Request

2

Days

5

Days

10 Days

20 Days

Classification

Knowledge Search

Assign for Investigation & Diagnosis

Investigation & Diagnosis

Resolution & Recovery

Closure

Incident Steps

A.
Best Practice Form

B.
Quick Action Links

C.
Not Case Sensitive

D.
Type Ahead Fields

E.
Configuration Item (CI) &
Service Search

F.
Knowledge Search

G.
Field Defaults

H.
Email Functionality

Key New Tool Points

1.
Incident Detection &
Recording

2.
Incident Classification &
Knowledge Search

3.
Investigation & Diagnosis

4.
Resolution & Recovery

5.
Incident Closure

Questions?

Resources


ITS Backstage page:
https://backstage.itcs.umich.edu/itsm/


Anonymous feedback form:
https://backstage.itcs.umich.edu/process
-
implementation/


Feedback page results:
https://collaborate.adsroot.itcs.umich.edu/mais/gro
up/itsServiceManagement/itsProcessImplementatio
n/Lists/Feedback/AllItems.aspx


Training


Training Information:

Backstage Calendar of Events


Change Process Presentation:
April 11 & 14


Problem Process Presentation:
April 19 & 21


Knowledge Process Presentation:
April 26 & 28


Support Group Manager Training:
May 3 & 5


ITSM Information Webinar:

May 9 & 12


ITSM Online Learning & Job Aids:
May 10


ITSM User Labs:
May 17 & 19


ITSM Brown Bags:

May 16 & 18