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Incident Management Best Practices

Incident Management Best Practices

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Published by TechExcel
ITIL Incident Management aims to minimize disruption to the business by restoring service operation to agreed levels as quickly as possible. Incident Management is often the first process instigated when introducing the ITIL quality framework to a Service Desk, and it offers the most immediate and highly visible cost reduction and quality gains.
ITIL Incident Management aims to minimize disruption to the business by restoring service operation to agreed levels as quickly as possible. Incident Management is often the first process instigated when introducing the ITIL quality framework to a Service Desk, and it offers the most immediate and highly visible cost reduction and quality gains.

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Published by: TechExcel on Aug 18, 2011
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02/06/2012

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Incident Management Best Practices
 
www.techexcel.com
Geng the process and the defined roles correct for your objecves is the main goal. Automang those processes makes itall easier, faster, more effecve and efficient. The soware used to handle Incident Managment should include all of thefollowing features:1. Ability to manage an incident through the enre lifecycle2. Enforcement of standardized methods and procedures ensuring efficient and prompt handling of all incidents3. An automac escalaon system that priorizes and routes incidents according to your specific requirements – includingService Level Agreements4. Ability to classify incidents5. Ability to report on high level or down to the detail on every incident– real-me6. Ability to allow any user to request and track incident status7. An integrated and searchable knowledgebase that can be populated with common soluons and work-aroundsto known problems8. Ability to manage and report on Key Process Indicators (KPIs) such as number of incidents by category, priority, resoluon,service level agreement, etc.ITIL Incident Management aims to minimize disrupon to the business by restoring service operaon to agreed levels asquickly as possible. Incident Management is oen the first process insgated when introducing the ITIL quality frameworkto a Service Desk, and it offers the most immediate and highly visible cost reducon and quality gains.
Step 1: Choose the Right ToolStep 2: Automate
Every IT organizaon should seek to automate processeswhenever possible, and the Incident Management processis no excepon. Automaon is important because itminimizes processing errors, facilitates faster response mes,and helps to ensure process compliance. There are countlessopons for automang the processes related to IncidentManagement, ranging from email noficaons to escalaonalerts to knowledgebases with arfical intelligence. What iscrical is selecng and using automaon wisely. Buy and usethe automaon tools that make sense for yourorganizaon— those that help you manage incidents moreefficiently and effecvely.
Submit NewIncidentEscalate toTier 2Resolved
Need More Info
ResolvedClosedAddionalInfo RequestedNewIncidentReviewWork in ProgressTier 2Work in ProgressTier 1
 R  e o  p e n
Nofy Customer
Need More Info
T  i    i   p 
ResolvedNofy Customer
Tip: Items to include on anIncident Form
·- Incident Owner·- Date submied-- Incident Classificaon·- Priority·- Descripon of the incident·- Resoluon Details
Sample Incident Management Process
TechExcel ServiceWise includes agraphical workflow editor. Withthis editor, organizaons may‘draw’ their process into place.To the le is an example of how an organizaon mightchoose to implement theincident mangement process.
A Step-by-Step Guide
      I      T      I      L
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