ca cloud service management: configuring incident management
DESCRIPTION
Gain insight into how to design a modified incident management workflow. For more information on Management Cloud solutions from CA Technologies, please visit: http://bit.ly/1wEnPhzTRANSCRIPT
ca Intellicenter
CA Cloud Service Management: Configuring Incident Management
Kevin Stewart
MCX02E #CAWorld
CA TechnologiesSenior Instructor
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CA Communities
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Technical Publications
Configure an incident management workflow.
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Scenario—Overview
Tickets relating to possible viruses need to be routed to the IT Security group.
Tickets not initially identified as security-related need an option to re-route the ticket upon further investigation.
Service Targets need to be included in order to maintain service goals and objectives.– Time to acknowledge incident (all)–15 minutes
– Time to resolve incident (critical, virus security)–30 minutes
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Session Objectives
After this session, you will be able to:– Describe how to design a
modified incident management workflow.
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By being shown how to modify an incident management workflow, you will be able to adjust incident management workflows as needed
to suit your business requirements.
Definition of Incident Management
Information Technology Infrastructure Library (ITIL) defines an incident as any event that is not part of the standard operation of a service and can cause an interruption in or a reduction of the quality of the service.
The incident management process includes:– Incident detection and recording
– Classification
– Investigation
– Resolution
– Closure
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Standard Incident Management WorkflowOverview
Incident tickets go through four phases: Acceptance, Diagnosis, Investigation and Closure. The standard incident ticket starts with a ticket template and is moved through the workflow using auto routes and workflow actions.
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Workflow—Terms and Definitions
Following are the commons terms used to define the steps and actions used
when defining ticket management workflow:
Ticket Template – Form pre-filled with data typical for different types of common problems
Auto Route – Set assignment of tickets and initiation of workflow actions on a ticket
Phase – Stage within the lifecycle of a ticket at which Workflow Actions can be selected or Approval Phases triggered
Workflow Actions – Set of actions that can be performed on a ticket
Reason Code – Reason for action or stage within the lifecycle of a ticket
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Standard Incident Management WorkflowAgent Path:
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Standard Incident Management WorkflowWeb Path:
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Workflow Design Best Practices
Keep in mind the following best practices when modifying or creating a workflow:
Develop a workflow in phases:
– Design
– Attributes and required fields
– Communications
– Permissions
For workflow testing:
– Include the administrator in modified or new workflows.
– Make sure a Delete Ticket workflow action is available.
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Workflow Components Affected by the Scenario
Several standard incident management workflow components are affected:
Acceptance
Diagnosis
Investigation
Closure
Report Outage (Agent) TTSource = Agent
Incident Default (Agent) ARSource = Agent
Report Outage (Web) TTSource = Web
Incident Default (Web) ARSource = WebAccept New Incident WA
Assign For Investigation WA
Sec_Investigation
WACCTI = Security >> VirusPhase = Sec_Investigation
Resolve Incident WA
These abbreviations indicate:TT = Ticket TemplateAR = Auto RouteWA = Workflow Action
Raise a Security Incident TTSource = AgentCCTI = security >> Virus
ARSource = AgentCCTI = Security >> Virus
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Application Setup Data for Incident Management Workflow
Before you create an incident ticket template, you must configure some setup data, such as groups for ticket assignment and additional fields for the ticket template and categorization.
CCTI on the Set Fields tab of the ticket template makes it possible to create a link to Custom Attributes.
Roles, group and users identified on the Permissions tab are used to define access to the ticket template.
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RolesRoles are used to effectively manage permissions and customize the ticket view for users assigned to the role. Permissions assigned to a role are inherited by groups and users related to that role.
Groups assigned to the Incident Management role inherit permissions assigned to the role
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CCTI—Categorization
Categorization is the structured grouping of records in a four-level hierarchy of CCTI.
CCTI’s provide four levels of categorization which create related record links in addition to categorization
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Custom AttributesCustom Attributes are used to gather additional information.
Entries can include text input and predefined values.
Attribute Type specifies the value that the field will accept.
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Custom Field Templates
Custom field templates map the CCTI of a ticket to the attributes that the ticket will inherit.
The following screenshot shows the attributes that will be inherited by the ticket and will be grouped under a section header.
The two virus-related fields will be:
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Ticket TemplateNow that you have set up the preliminary application data for a security incident ticket, you can create the ticket template.
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Auto Routes
When a ticket is saved to the database, an auto route is run, which assigns the group and initiates the work flow.
One purpose of an auto route is to set field values within the ticket
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Workflow ActionsWorkflow Actions help to move the ticket through the defined ticket lifecycle.
When matching conditions are met and permissions are validated, the workflow action appears on the Actions menu of the ticket.
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Workflow ActionsSpecial Function
Predefined Special Functions execute actions common to the ticket lifecycle.
Predefined Special Functions include Assign to Individual, Accept Assignment, Create Problem, Relate to Global Issue.
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Service Level TargetsService-level management involves setting up SLAs to define services and the levels at which they must be provided.
The Matching Criteria tab identifies the tickets that will be measured by this service target.
The Threshold Rules tab identifies the warning and violation limits beyond which actions will be run.
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Session Summary
You can now describe how to design a modified incident management workflow.
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For More Information
To learn more about Management Cloud,
please visit:
http://bit.ly/1wEnPhz
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ensure it links to correct pageManagement Cloud
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For Informational Purposes Only
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This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty. Some of the specific slides with customer references relate to customer's specific use and experience of CA products and solutions so actual results may vary.
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