Module 5:

Incident Management

1
Objectives
After completing this lesson, you will
understand:
The Incident Management process and
workflow
Incident Management in Service Manager
Service Desk Scenario in Service Manager

2
Incident Management process
Incident detection and recording ITIL
Classification and initial support
Investigation and diagnosis
Resolution and recovery
Incident closure
Incident ownership, monitoring, tracking
and communication
Ownership,
Ownership, Monitoring,
Monitoring, Tracking
Tracking &
& Communication
Communication

Classification
Classification
Detection
Detection &
& Investigation
Investigation Resolution
Resolution &
&
&
& Initial
Initial Close
Close Incident
Incident
Recording
Recording &
& Diagnosis
Diagnosis Recovery
Recovery
Support
Support
3
Customer Service SMF Processes and Workflow
Record
Record the
the user’s
user’s
contact information
contact information Categorize the
and
and the
the details
details of
of user’s request
the
the request
request

Determine the Classify and

supportability prioritize the
of the request request

Update
Update the
the user’s
Resolve the request
user’s
with
request with
user’s request resolution
resolution activities
activities

Close the Ensure good

request service

4
Categorize the User’s Request
If this is an Information request.
If this is a request for an existing
service or feature.
• If this is a request for a new
service or feature
• If this request concerns a failure
with an existing service or
feature.

Request
Request for
for Request
Request for
for
Request
Request for
for existing
existing Resolve
Resolve an
an
new service
new service
information
information service
service or
or incident
incident
or
or feature
feature
failure
failure

Service
Service Incident
Incident
Information
Information New
New Service
Service
Fulfillment
Fulfillment Resolution
Resolution
Request
Request Request
Request
Request
Request Request
Request
5
Prioritize the Request
• Key success factor in reducing the
time required to resolve a request Determine
is the ability to match requests impact and
against known errors, urgency
workarounds, and knowledge base
articles.
• This can only be effective if
requests are consistently classified
using predetermined metadata. Prioritize the
request

• Table 9 in the handout lists the activities

involved in prioritizing the request.
• Appendix 3. Describes needed activities in
implementation.
6
Resolve the Incident Resolution Request

• The process flow for Troubleshoo

incident resolution t the
incident
consists of the
following processes:
• Troubleshooting the
incident Escalate the
incident
• Escalating, if necessary

Apply a fix
• Applying a fix or
or
workaround workaround
7
Apply a Fix or Workaround
Apply the fix or • Applying the fix or
workaround workaround.

Set user • Setting user expectations.

expectations
• Initiating the service
Initiate fulfillment procedure
fulfillment
procedure
• Update incident record.
Update incident
record

8
 Incident Management
Customer Service SMF

Information
Information Send
Send Articles
Articles
Locate
Locate KB
KB
Request
Request to
to User
User

Initiate
Initiate
Service
Service Verify
Verify
Fulfillment
Fulfillment
Fulfillment
Fulfillment Fulfillment
Fulfillment
Procedure
Procedure
Request CSR
CSR
Request
Implement
Implement
New
New Service
Service Classify
Classify &
& Standard
Standard Close
Close
Change
and
and Validate
Validate
Request
Request Prioritize
Prioritize Change Request
Request
Yes Change
Change
No

Open
Open RFC
RFC

Resolve
Resolve Troubleshoot
Troubleshoot Apply
Apply fix
fix or
or
Incident
Incident Incident
Incident Workaround
Workaround
Request
Request
Incident Management
in Service Manager Escalate

Record
Record User
User Classification
Classification
Categorize
Categorize Resolution
Resolution &
&
Contact
Contact and
and &
& Initial
Initial Troubleshoot
Troubleshoot Close
Close Incident
Incident
Request
Request Recovery
Recovery
Request Details
Request Details Support
Support
9
Service Manager Components
User
Interfaces
IT Operations Customizers
End Users Analyst

Self Service Portal SM Console Authoring Console

ITIL / MOF Additional

Automation Solutions
Solutions
Change
Change End
End User
User
Incident
Incident Problem
Problem Configuration
Configuration
Managemen
Managemen Self
Self Reports
Reports
Management
Management Management
Management Management
Management
tt Service
Service

External Systems Platform Infrastructure

Connectors
Service Manager SDK
AD
AD Connectors

ConfigMgr
ConfigMgr
CMDB Knowledge
Knowledge
Base
Data
Data Warehouse
Warehouse
OpsMgr
OpsMgr Base

10
General

11
Incident Activities

12
Related Items

13
Incident Management

Policy and Process Exercises

16
Contoso, Ltd.

Neil Black works at the Service Desk of Contoso,

Ltd. In order to get a mature Incident process
up and running, Neil needs guidance on what
kind of Data he needs to collect for the
Helpdesk to be able to trace similar incidents
and understand the priority. To do this Neil
needs to identify the right data to collect.
17
Record Details of the User’s Request

Neil has collected the basic user contact information,

the next process is to record some details of the
user’s request.
What does Neil need as required fields to ensure he gets
all relevant information recorded in the user request?
What should Neil measure?

18
Categorize the Request

Neil receives a call from Judy Lew of Contoso’s

Research & Development (R&D)
department.
Their plotter is out of service.
How should Neil categorize the request?
Which questions should Neil ask Judy Lew?

19
Categorize the Request
Judy Lew (R&D) contacts the Service Desk, Neil
Black takes the call. R&D wants to add more
RAM in the plotter so they can print in A2
format.
How should Neil categorize the request?
Which questions should Neil ask?
Which policies and processes should the
Service Desk have in place?

20
Prioritize the Request
Judy Lew (R&D) cannot print a design
proposal for a scheduled presentation with
a customer this afternoon.
How should Neil determine the impact of
the request?
How should Neil determine the urgency of
the request?

21
Prioritize the Request

Yesterday Rob Young upgraded all Windows

print servers. Neil is at the Service Desk and
he gets several calls complaining that the
plotters are out of service.
How should Neil prioritize those requests?
How should Neil coordinate the handling of
those requests?

22
Troubleshooting
Neil is at the Service Desk and is handling a
call from Judy Lew (R&D) with a plotter that
is out of service. You have been
troubleshooting for a while with the known
recovery solutions without any luck and
Judy is impatiently asking Neil to move on.
Discuss which considerations need to be in
place to make the right decision?

23
 © 2008 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.
The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not

24
be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation.
MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.