Incident Management
The content of Incident Management is to respond to unplanned situations where services are not provided at agreed levels (e.g. loss or reduction in the availability of Exchange Server) and to restore normal service operation as quickly as possible. Emphasis is placed on minimizing the impact of a service outage on the business of the company (a.k.a. Business Impact).
The above implies that the incidents that can not be resolved by the 1st line support within internally agreed due dates, e.g. by using the Known Error Database and the Knowledge Base, must be immediately escalated to the technical teams.
Incident records workflow can be defined according to the service, level of which was reduced below an agreed limit by the incident. However, from a practical viewpoint due to commonness we recommend not to present a number of statuses and use only the request status New – Solution – Closed. Difference of typical procedures leading to removal of the incident in various services can be taken into account in the Instructions for solver or in the workflow itself. This is subject of the customer needs analysis.
Process specific attributes
The following table presents the recommended set of
attributes for managing workflow of incident management process entitites.
| Attribute name |
Attribute type |
Mandatory for statuses |
|
Impact |
List of values
|
|
|
Urgency |
List of values
|
|
|
Priority
|
List of values
|
|
|
Category
|
Hierarchical list of values
|
Resolved
|
|
Symptoms
|
Multiline text
|
Resolved
|
|
Diagnosis
|
Multiline text
|
Resolved
|
|
Resolution
|
Multiline text
|
Resolved
|
|
Problem candidate
|
Boolean
|
Resolved
|
|
Incident closure category
|
List
of values
|
Resolved
|
Default Process Sample
This is the default process sample which the customer can further edit
according to his own needs.
| Status |
Description |
Instructions for solver |
| New |
Pending classifying Incident. |
Make sure that this is an Incident. If
it is not the case, click on "Move to
another service" to move the request to the
correct service.
Specify the solution
priority.
Then use "Assign to solver" to
hand the request over to a specific solver. |
| Solution |
Incident is being solved. |
Re-establish normal task operation as
soon as possible.
Click on "Resolve" to
resolve the incident.
If this is a known
issue, link it to the Incident and use the "related"
status. |
| Resolved |
The incident has been resolved.
| |
| Closed |
The incident has been closed. No further
actions are required. |
|
Did not find what you were looking for? Ask our technical support team.
|