Check List for an Incident in ITSM5

Logging an Incident in ITSM5 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. Have you checked the Contact Details are correct? Is the CTI correct? Is the call assigned to the Correct Support Group? Have you filled in the summary field with a short description? Have you recorded the information supplied by the client in the Discription field? Have you recorded any work done in the Work log under the Activity Tab. Have you assigned the correct Urgency to the Incident? Have you chosen the Case type? (Incident, Question, Complaint, Request) Have you chosen the Source of the incident? ( Phone, E,mail) Have you assigned the correct Severity for the incident?

If you assign a Severity 1 or 2 Incident to a group please make a courtesy Phone call to the individual support group notifying them the Incident is in their que. Actioning an Incident in ITSM5 1. 2. 3. 4. 5. 6. 7. Have you recorded everything you have done in the Work log under Activity Tab? Have you included your solution under the Solution Tab? Have you filled in the Root Cause under the Solution Tab? Have you filled in the Fix Type under the Solution Tab? Is the CTI correct? Have you put the incident into Resolved? Have you reassigned the incident back to the Service Desk for closure? If you are reassigning an Incident to another support group please give them a courtesy Phone call notifying them you have reassigned the Incident to their que or contact the service desk who will then contact the relevant group. Closing an Incident in ITSM5 1. 2. 3. 4. Have you confirmed the Incident has been resolved to the satisfaction of the client who originally logged the call? Have you asked the client for their satisfaction report? Have you completed the Root Cause and Fix type under the Solution Tab? Have you placed the status of the call into Closed?

Please be aware that the Service Desk should be the only group who close Incidents.

Check Lists for Changes in ITSM5

Logging a Change in ITSM5 1. Have you e-mailed the Service desk with a change request form 2. Have you included the: Required Date Impact Technical Risk 3. Have you attached your plans. Eg: test implementation or backout.

Actioning a Change in Planning Status 4. Have you checked the attachments in the Plans tab? 5. Have you set a Start and End date in the Plans tab? 6. Have you completed the Plans tab? Impact Business Risk Technical Risk Risk/Benefits Comments Plans comments 7. Have you built and sequenced the tasks - leaving them in a NEW status? 8. Have you identified all the groups that need to review this change and if so entered the details in the Activity Log? 9. Have you reassigned the change back to the Change Manager?

If you identified that another support group requires input please give the Change Manager a courtesy Phone call notifying them you require another Group to review the change.

Working on /Closing a task in Remedy 10. Is the task set to scheduled? Dont action tasks in the NEW status. 11. Have you set the status to Work-In-Progress and updated the Work Log? 12. Have you changed the status to Closed and updated the Work Log?

Please be aware that the Change Manager should be the only person who can close changes after CAB approval. Please dont alter the status of the change.