Incident Management Best Practices
Geng the process and the deﬁned roles correct for your objecves is the main goal. Automang those processes makes itall easier, faster, more eﬀecve and eﬃcient. The soware used to handle Incident Managment should include all of thefollowing features:1. Ability to manage an incident through the enre lifecycle2. Enforcement of standardized methods and procedures ensuring eﬃcient and prompt handling of all incidents3. An automac escalaon system that priorizes 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 soluons and work-aroundsto known problems8. Ability to manage and report on Key Process Indicators (KPIs) such as number of incidents by category, priority, resoluon,service level agreement, etc.ITIL Incident Management aims to minimize disrupon to the business by restoring service operaon to agreed levels asquickly as possible. Incident Management is oen the ﬁrst process insgated when introducing the ITIL quality frameworkto a Service Desk, and it oﬀers the most immediate and highly visible cost reducon and quality gains.
Step 1: Choose the Right ToolStep 2: Automate
Every IT organizaon should seek to automate processeswhenever possible, and the Incident Management processis no excepon. Automaon is important because itminimizes processing errors, facilitates faster response mes,and helps to ensure process compliance. There are countlessopons for automang the processes related to IncidentManagement, ranging from email noﬁcaons to escalaonalerts to knowledgebases with arﬁcal intelligence. What iscrical is selecng and using automaon wisely. Buy and usethe automaon tools that make sense for yourorganizaon— those that help you manage incidents moreeﬃciently and eﬀecvely.
Submit NewIncidentEscalate toTier 2Resolved
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ResolvedClosedAddionalInfo RequestedNewIncidentReviewWork in ProgressTier 2Work in ProgressTier 1
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Tip: Items to include on anIncident Form
·- Incident Owner·- Date submied-- Incident Classiﬁcaon·- Priority·- Descripon of the incident·- Resoluon Details
Sample Incident Management Process
TechExcel ServiceWise includes agraphical workﬂow editor. Withthis editor, organizaons may‘draw’ their process into place.To the le is an example of how an organizaon mightchoose to implement theincident mangement process.
A Step-by-Step Guide
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