ITIL Incident Management Process Demystified - Advisera · PDF filequestions – they will...
Transcript of ITIL Incident Management Process Demystified - Advisera · PDF filequestions – they will...
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GoToWebinar Control Panel
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• Open and close your Panel
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• Submit text questions – they will be addressed throughout the session
• Raise your hand
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What is the Incident Management process according to ITIL?
If you are planning to implement the Incident Management process...
...you need to know all the necessary elements of the Incident Management process.
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There is no need to “reinvent the wheel” when a practical and proven
approach in managing incidents exists.
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• Incident Management process• Determining the priority of an incident• Roles important for the process • Benefits explained• Biggest challenges in Incident
Management implementation
Agenda
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Incident Management process 1/3
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IncidentIncident
• Service Desk
• User• IT
personnel• Event
LoggingLogging
•Mandatory information• Incident
details
CategorizationCategorization
• Incident catalogue
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Initial
diagnosis
Initial
diagnosis
Incident Management process 2/3
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PrioritizationPrioritization
• Impact
• Urgency
• Priority
matrix EscalationEscalation
• Hierarchical
• Functional
• Known
Error
Database
• Resolution
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Incident Management process 3/3
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Investigation
and diagnosis
Investigation
and diagnosis
• Incident
Record
• Activities
Resolution
and recovery
Resolution
and recovery
• Test
• Recovery
action
Incident
closure
Incident
closure
•Categorization
•User
satisfaction
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Determining the priority of an incident
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• Number of users affected• Number of services affected• Level of financial loss• Effect on business reputation• Regulatory or legislative breaches
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Simple Priority Coding System 1/2
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Impact + Urgency -1 = Priority
Urg
en
cy
Impact
High Medium Low
High 1 2 3
Medium 2 3 4
Low 3 4 5
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Simple Priority Coding System 2/2
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Priority Description Resolution Time
1 Critical 2h
2 High 4h
3 Medium 12h
4 Low 48h
5 Planned to be planned
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Roles important for the process
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Service
Desk
Incident
Manager
nth Line
Support
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Benefits explained
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• Customer satisfaction• Decrease in support staff costs• Responsiveness to changing business
requirements• Efficiency in incident resolution• Fulfillment of SLA requirements• Motivated employees
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Biggest challenges in Incident Management implementation
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• Staff retention due to the savings in funding• Getting management buy-in• Roles and responsibilities• How to organize the implementation
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Conclusion
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Don't take the Incident Management process for granted. It’s a highly visible process to your customers – in both a
positive and a negative way.