Utilizing a Decision Tree within Incident

Management

Updated by: Global Remedy Administration Team

Jan 2015
Objectives
 Upon Completion of this module, you will be able to:
 Understand the benefits of applying a Template to an Incident
 Open the Decision Tree Selection window from a new Incident and navigate
the branches to locate the appropriate Template

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 Identify the point in the Decision Tree process where a Template will be applied
to the Incident
 Apply a Template to a new Incident
 Understand how Task Templates are used in Incident Templates

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Overview

Decision Trees are a viable tool to help improve the efficiency of IT-
Support performance, including:

 More complete troubleshooting

 First Call Resolutions

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 Proper Categorization and Assignment
 Incident is well documented for escalation to next level of support
 Overall improved Incident Management

Decision Trees may not be available for every Service, Application or

Customer Issue
Every effort is being made to create them for the most common and/or
highest priority

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Decision Trees
 Decision Tree is a path structured by a series of branches to guide in selecting the
appropriate Template while Template is the end point of a Decision Tree which
contains information to be populated to an Incident
 Decision Tree, coupled with Templates, have greater capacity to guide analyst
based on pre-established criteria

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 A Decision Tree can be applied to an Incident to guide the analyst through
appropriate support steps 

Block Virus Infected

Machine Template
Virus/Banned
Application Clean-up
Block Banned
Application Machine
Template
IT Security Top 12 Test
Security Status not Updated in
LDAP Template

Lost/Stolen Laptop
Template

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Incident Templates
 Templates are pre-populated with information helpful in expediting Incident
resolution
 Templates can contain, among other things
 Operational and Product categorizations for the Incident
 Instructions the Support Group Assignee can use to resolve the customer’s

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issue
 Tasks for other Support Groups to perform
 Incident assignment
 Once Template is applied to an Incident
 The attributes of the Template populate the Incident
 The Support Group assignee has much of the information necessary for
Incident Resolution

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Decision Tree Development Process
 Decision Trees are created by a team consisting of people from:
- Knowledge Base team
- Service Desk
- Service/Application owners

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- Process Support personnel
 Ensures services and/or work procedures are supported across all
disciplines to provide a complete resolution from Incident creation to
resolution
 Although collaboration across multiple IT-Support Groups is necessary
for the Decision Tree development, the Service/Application Support
Processes are owned by the Service/Application owners

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Decision Tree Development Process
(Cont’d)
 The Knowledge Base team will review Decision Trees and Templates with
Service/Application owners to ensure they are current and up-to-date
 Decision Trees and Templates will have default Review Dates of one year

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 It is expected that Service/Application owners will contact the Knowledge
Base team with updates affecting their Decision Trees
 For information on adding/updating Decision Tree for a Service or Application,
contact the Incident Management Team: incidentmgmt@slb.com

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Apply Decision Tree
New Incident

Mandatory:
Customer Information

Error message will appear to

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warn the completion of
Customer field in order to apply
Decision Tree

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Apply Decision Tree (Cont’d)
 Once a customer has been selected, under Links on the Navigation pane, click Decision
Tree or click on the magnifying glass next to the Decision Tree field

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Apply Decision Tree (Cont’d)
Decision Tree Selection

 Select the top level

Decision Tree node
that best matches
the reported Incident

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 Double click on the
highlighted item or
click OK to go to the
next branch level.

NOTE: If there is no appropriate Decision Tree in the selection list for the issue, click Cancel to return to
the new Incident. Continue to create the Incident manually or use an alternate method.

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Apply Decision Tree (Cont’d)
Decision Tree Branch Navigation

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Select the appropriate Branch
Observe instructions/questions in Branch Selection window. Scroll down for more text.
Double click on the highlighted item or click Select

Click Back to go back to the previous branch level in the selection window
Click Restart to return to the top level of Decision Tree
Click Cancel to cancel out of the Decision Tree selection process

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Apply Decision Tree (Cont’d)
Select Template

 Select the
Template

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 Double click on
the highlighted
item or click OK
to apply the
Template

To help identify Templates in the Decision Tree branch structure, color code is
applied to the text in Branch Selection window:
Branch – Black
Template - Green

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Apply Decision Tree (Cont’d)
Template Message

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A confirmation message is displayed indicating that the Template has
been applied to the Incident.
Click OK

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Apply Decision Tree (Cont’d)
Template Populated Information

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Once the Template is applied to the Incident, the attributes of the Template now populate the Incident

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Apply Decision Tree (Cont’d)
Incident Categorization
The Work Info field contains detailed
instructions to be followed by Service Desk
analyst in handling the Incident

In special case where instructions cannot be

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stored in Work Info field, they are stored in
Notes; observe the both fields once the
Template is applied

Incident categorization is populated

with appropriate information

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Apply Decision Tree (Cont’d)
Incident Assignment
The Template also contains information about Incident assignment

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The Incident can be assigned to the Service Desk analyst
creating the Incident or other Support Group

Use Auto Assign where appropriate to select the Support Group

according to the Information from the Template

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Apply Decision Tree (Cont’d)
Task
If a Template requires Tasks to be performed by
different Support Groups, a series of pre-defined
Tasks can be created and attached to the Template

When applying the Template, the Tasks are

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automatically applied and released according to the
sequence

Use Tasks menu to check the pre-defined Tasks

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Apply Decision Tree (Cont’d)
Task Assignment

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Verify the
assignment in
the Tasks is
correct prior to
the release of
the Tasks

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Search Template
Besides by navigating the Decision Tree, Template can also be applied using search feature on
Find tab in Decision Tree Selection window

Type in the keyword to search the

Template and click Find

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The returned results will show the
Templates that match the
keyword.

The details of the Template can

be observed in the details box

Select a Template and double click or click OK to apply the Template

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Summary
 Now that you have completed this module, you should be able to:

 Understand the benefits of applying a Template to an Incident

 Apply a Template to a new Incident using a Decision Tree

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 Search a Template using Find feature
 Understand what types of information can be applied by a Template
 Understand how to manage an Incident based on the instructions provided in the
Incident Details field
 Understand where to locate, assign and work on Tasks applied by the Template

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Exercises
1. Create a new Incident and populate the Customer Information by entering a GIN
number.
2. Navigate to a Decision Tree for the following issue:
User called to inform that he is having problems migrating to MS Exchange.

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3. Restart and choose Security
Navigate to the “Block Virus Infected Machine Clean Up Template” branch.
Apply the Template.
4. Access the Tasks tab of the Incident.
Locate the Block Machine Task.
Locate the instructions for this Task

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