itil incident management process demystified - … · ©2015 20000academy 3 what is the incident...

ITIL Incident Management Process Demystified

Presenter: Branimir Valentic

©2015 20000Academy www.20000academy.com

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What is the Incident Management process according to ITIL?

If you are planning to implement the Incident Management process...

...you need to know all the necessary elements of the Incident Management process.


There is no need to “reinvent the wheel” when a practical and proven

approach in managing incidents exists.

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• Incident Management process

• Determining the priority of an incident

• Roles important for the process

• Benefits explained

• Biggest challenges in Incident Management implementation

Agenda

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Incident Management process 1/3

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Incident

• Service Desk

• User

• IT personnel

• Event

Logging

•Mandatory information

• Incident details

Categorization

• Incident catalogue



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Prioritization

• Impact

• Urgency

• Priority matrix

Initial diagnosis • Known

Error Database

• Resolution

Escalation

• Hierarchical

• Functional



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Investigation and diagnosis

• Incident Record

• Activities

Resolution and recovery

• Test

• Recovery action

Incident closure

•Categorization

•User satisfaction


Determining the priority of an incident

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• Number of users affected

• Number of services affected

• Level of financial loss

• Effect on business reputation

• Regulatory or legislative breaches


Simple Priority Coding System 1/2

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Impact + Urgency -1 = Priority

Urg

en

cy

Impact

High Medium Low

High 1 2 3

Medium 2 3 4

Low 3 4 5


Simple Priority Coding System 2/2

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Priority Description Resolution Time

1 Critical 2h

2 High 4h

3 Medium 12h

4 Low 48h

5 Planned to be planned


Roles important for the process

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Service Desk

Incident Manager

nth Line Support


Benefits explained

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• Customer satisfaction

• Decrease in support staff costs

• Responsiveness to changing business requirements

• Efficiency in incident resolution

• Fulfillment of SLA requirements

• Motivated employees


Biggest challenges in Incident Management implementation

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• Staff retention due to the savings in funding

• Getting management buy-in

• Roles and responsibilities

• How to organize the implementation


Conclusion

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Don't take the Incident Management process for granted. It’s a highly visible process to your customers – in both a

positive and a negative way.

Branimir Valentic

Q & A

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itil incident management process demystified - … · ©2015 20000academy 3 what is the incident...

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