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    Itil Im Guide

    Uploaded by

    Naresh Kumar
    This document provides guidelines and information for incident management. The goal of incident management is to restore normal service operation as quickly as possible. Incidents must be categorized and assigned a status of "Resolved" once resolved. Managers are responsible for maintaining their Remedy queues. An incident is an unplanned interruption to an IT service, while a problem is the root cause of one or more incidents. The incident management process aims to return services to users as quickly as possible.

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    © All Rights Reserved
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    Itil Im Guide

    Uploaded by

    Naresh Kumar
    105 views3 pages
    This document provides guidelines and information for incident management. The goal of incident management is to restore normal service operation as quickly as possible. Incidents must be categorized and assigned a status of "Resolved" once resolved. Managers are responsible for maintaining their Remedy queues. An incident is an unplanned interruption to an IT service, while a problem is the root cause of one or more incidents. The incident management process aims to return services to users as quickly as possible.

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    ITIL -Incident Management Guide

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    This document provides guidelines and information for incident management. The goal of incident management is to restore normal service operation as quickly as possible. Incidents must be categorized and assigned a status of "Resolved" once resolved. Managers are responsible for maintaining their Remedy queues. An incident is an unplanned interruption to an IT service, while a problem is the root cause of one or more incidents. The incident management process aims to return services to users as quickly as possible.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    105 views3 pages

    Itil Im Guide

    Uploaded by

    Naresh Kumar
    This document provides guidelines and information for incident management. The goal of incident management is to restore normal service operation as quickly as possible. Incidents must be categorized and assigned a status of "Resolved" once resolved. Managers are responsible for maintaining their Remedy queues. An incident is an unplanned interruption to an IT service, while a problem is the root cause of one or more incidents. The incident management process aims to return services to users as quickly as possible.

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    Incident Management

    User Guide

    The goal of Incident Management is to restore normal service operation as quickly as possible and minimize the adverse
    impact on business operations, thus ensuring the best possible levels of service quality and availability are maintained.

    G eneral G uidelines
    Incidents must be categorized in Remedy with a Request Type of Incident
    All other service or change requests must be categorized with any Request Type value other than Incident
    When you resolve an incident, change the Remedy Status to Resolved as quickly as possible
    All UTS managers are responsible for maintaining their Remedy queues.

    Term inology & Roles


    Incident Management includes any event which disrupts, or which could disrupt, a service. This includes events which
    are communicated directly by users, either through the Help Desk or through the web (help.emory.edu), and eventually
    through monitoring systems such as Smarts. Incidents are also reported by technical staff such as systems, applications
    or network staff when they notice something problematic with a hardware component, software application or network
    component.

    Service requests do not represent a disruption to the agreed service, but are a way of meeting the customers needs and
    may be addressing another service goal set in a specific Service Level Agreement (SLA).

    Incident An unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a


    configuration item that has not yet impacted service is also an incident, for example failure of one
    disk from a mirror set.
    Incident Manager Individual responsible for monitoring incidents and ensuring good service. Works to inform and
    include other teams in an effort to provide the promised level of service to customers. Incident
    manager provides quality control for Help Desk operations as a part of this effort.
    Incident Management Incident Management is the process for managing the lifecycle of all incidents. The primary
    objective of Incident Management is to return the service to users as quickly as possible.
    Problem A cause of one or more Incidents. The root cause is not usually known at the time the Problem
    Record is created, and the Problem Management Process is responsible for further investigation.
    Service Impact Report A separate procedure with shorter timescales and greater urgency that is used for major
    incidents referred to as SIRs. This process is managed by the Help Desk Crisis Manage, IT-Alert
    Process, and is followed for major incidents.

    Incident Management Tips


    1. Resolve incidents as quickly as possible, utilizing a work around if necessary.
    2. Only mark an incident as Resolved if you are confident the user(s) is operational.
    3. Escalate to other teams quickly both with ticket routing and with a follow-up if not accepted according to the SLA.

    Queue Management Tips


    1. Assign an individual on your team to be responsible for managing the Remedy queue. This can be a permanently
    assigned role or one that rotates with each team member.
    2. Ensure all tickets are categorized properly: Request Type of Incident for all service disruptions.
    3. When working on a ticket, assign the ticket to yourself. This is the acceptance step and it lets your peers and
    customer(s) know someone is actively working and assigned to the incident or service request.
    4. Reserve 5-10 minutes at the end of each day to quickly review any open incidents.
    5. When assigning a ticket to another teams queue, enter a Work Log entry indicating why you are forwarding the case
    and what troubleshooting steps have already been completed. Also, re-categorize the case appropriately for auto-
    routing. Be sure to assign to the group queue and not a specific individual in the group.

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    Incident Management
    User Guide

    Incident Management Process

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    Incident Management
    User Guide

    Ticket Routing Process

    Ticket Accept & Resolve Process

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