BIRLA INSTITUTE OF TECHNOLOGY AND SCIENCE PILANI

MTech. Software Engineering

INCIDENT MANAGEMENT PROCESS

Submitted by

Abinash Swain
2018hw86781
 BIRLA INSTITUTE OF TECHNOLOGY AND SCIENCE, PILANI

FIRST Semester 2023-24

SSWT ZG628T DISSERTATION

Dissertation Outline

BITS ID No. 2018hw86781

Name of Student: Abinash Swain
E-mail ID of the student: 2018hw86781@wilp.bits-pilani.ac.in

*Name of Supervisor: Jokam Kasiviswanath

Designation of Supervisor: Operations Lead FSC - CIS
Qualification and Experience: B.com (Computer Application) and 8years Exp
E- mail ID of Supervisor: jokam.kasiviswanath@wipro.com

*Title of Dissertation: Incident Management Process

*Name of First Examiner: Adharapurapu Tejaswi

Designation of First Examiner: Senior Administrator

Qualification and Experience: M.sc and 6years Exp
E- mail ID of First Examiner: adharapurapu.tejaswi@wipro.com

*Name of Second Examiner: Madhumati Kumaran

Designation of Second Examiner: Senior Project Engineer

Qualification and Experience: M.tech and 6 years 5months Exp
E- mail ID of Second Examiner: madhumati.kumaran@wipro.com

Supervisor’s rating of the Technical Quality of this Dissertation Outline

EXCELLENT / GOOD / FAIR/ POOR (Please specify): EXCELLENT

Supervisor’s suggestions and remarks about the outline: An effective incident management process
can
help an organization in several ways, it can help to reduce the impact of incidents on operations. It can help to
improve the overall efficiency of the organization.

(Signature of Student) (Signature of Supervisor)

Date:28/07/2023 Date:28/07/2023
Dissertation Topic Discussion:

Introduction:

Incident management is a structured approach used by organizations to respond to

and resolve incidents effectively and efficiently. An incident, in this context, refers to
any unexpected event, disruption, or deviation from normal operations that can
potentially impact the organization's systems, services, or business processes.
Incident management is a crucial component of an organization's overall incident
response and IT service management (ITSM) strategy.

*The primary goals of incident management are to:

Minimize the impact of incidents: The main objective is to quickly identify and
mitigate the impact of incidents to minimize disruptions to services and operations.

Restore services promptly: Incident management focuses on restoring normal

operations as quickly as possible after an incident occurs, thus reducing downtime
and restoring customer satisfaction.

*Key steps involved in the incident management process

include:

Incident identification and logging: Incidents can be reported through various

channels, such as end-users, automated monitoring systems, or other internal
sources. When an incident is identified, it is logged and documented.

Incident categorization and prioritization: Incidents are categorized based on

their nature, impact, and urgency. This helps in determining the appropriate level of
response and resources required.
Initial diagnosis and investigation: The incident management team or IT
personnel investigate the incident to understand its root cause and potential impact.

Incident resolution: Based on the investigation, the team works to resolve the
incident and bring services back to normal.
Incident escalation: If the initial team is unable to resolve the incident, it is
escalated to higher levels of support or specialized teams for further investigation
and resolution.

Incident communication: Throughout the process, communication with relevant

stakeholders, including users, management, and other teams, is essential to keep
them informed about the incident's progress and resolution.

Incident closure and documentation: Once the incident is resolved, it is formally

closed, and documentation of the entire incident management process is completed
for future reference and analysis.

Incident management is not limited to just IT-related incidents; it can be applied in

various contexts, such as cybersecurity incidents, operational incidents, and even
non-technical incidents that may affect business continuity.
Effective incident management helps organizations maintain service levels, reduce
downtime, improve customer satisfaction, and learn from incidents to prevent similar
occurrences in the future.

How to Resolve/Manage User’s Issue:

1.Problem Statement:

The problem statement sets the context and defines the specific issue or challenge
that the incident management process aims to address. It clearly outlines what
incident or problem the organization is facing, its impact on services or operations,
and the desired outcome of the incident management process.
2.Objectives:

The objectives section identifies the goals and targets that the incident management
process aims to achieve. These objectives should be aligned with the organization's
overall business goals and should be specific, measurable, achievable, relevant, and
time-bound (SMART). Common objectives in incident management include reducing
downtime, improving response times, and enhancing customer satisfaction.

3.Motivation:

The motivation part explains the reasons and justification for implementing incident
management. It highlights the importance of having a structured incident
management process and how it contributes to the overall effectiveness and
efficiency of the organization's operations.

4.Literature Survey:

The literature survey involves researching and reviewing existing literature, best
practices, and case studies related to incident management. This step helps gain
insights into how other organizations have handled similar incidents, the
methodologies they used, and the results they achieved. It enables the incident
management team to learn from others' experiences and adopt proven strategies.

5.Execution Methodology:

The execution methodology describes the step-by-step plan or approach that the
incident management team will follow to manage incidents effectively. It outlines the
processes, procedures, roles, responsibilities, and tools that will be used during the
incident management lifecycle. This methodology should be well-documented and
communicated to all relevant stakeholders.
6.Solution:

The solution part presents the recommended approach or actions to be taken to

resolve the incident or problem at hand. It outlines the strategies, techniques, or
changes that need to be implemented to restore normal operations and mitigate the
impact of the incident.

7.Results:
The results section documents the outcome of the incident management process. It
includes data and metrics related to the incident, such as response time, resolution
time, downtime, and other relevant performance indicators. This section helps in
evaluating the effectiveness of the incident management process and identifying
areas for improvement.

8.Inference:

The inference part provides a summary and analysis of the results and their
implications. It may include insights gained from the incident, lessons learned, and
recommendations for future incident management efforts. The inference helps in
continuous improvement and refining the incident management process over time.

Overall, these steps provide a systematic and comprehensive approach to manage

incidents effectively, learn from past experiences, and continuously improve incident
management practices within an organization.
Detailed Plan of Work: (for 16 weeks)

The plan of work should have tangible weekly or fortnightly milestones and deliverables, which can
be measured to assess the adherence to the plan and therefore the rate of progress in the work. The
plan of work can be specified in the table given below:

Serial Tasks or subtasks to be done (be precise and Planned duration in

Number of specific) weeks
Task

1 Gathering required information 3 weeks

2 Identify the Major Issues for user 3 weeks

3 Troubleshooting the issues 4 weeks

4 Providing Solutions 2 weeks

5 Result and user’s feedback 2 weeks

6 Documentation 2 week

Thank You