INCIDENT MANAGEMENT MINDMAP

Incident detection and recording

Classification and initial support

Objectives

Investigation and diagnosis

Restore Normal Operation with Minimal Disruption

Resolution and recovery

Activities

Ownership

Quick restoration of Service following an Incident

Tracking
Monitoring

For Customers/Users

Incident Record Control

Remove duplication of effort

Closure

Benefits
Logged Incidents

Clear view of the status and priorities of the Incidents

For MIS

Possibility to measure performance against SLAs

In

Higher user and customer satisfaction

Service Desk
Out

Known Errors, Work-arounds, Quick Fixes

high impact, high urgency, incidents first

For the business

In
Problem Management

Incidents with unknown causes

Info on planned changes
some Incidents will be solved by a Change
RFCs
Info on upcoming releases

Info on CIs & parent/child relationships between CIs

In

Not integrated with other processes

Change Management

Lack of management support

Out

No work practice review

Poorly defined service objectives, goals & responsibilities

In

Problems

Out

Security Policy

Lack of training
Lack of tool support

Out

Service Level Agreement

Service Catalogue
Reports on service level breaches
Resolutions for capacity-related incidents

Resistance to change

Incident Management

In
Security Management

Report of security breach incidents

SLA not communicated

Knowledge for resolving incidents lacking

In
Configuration Management

Incidents connected to CIs in CMDB

Out

Relationships

Number of Incidents per time period

Number of Incidents per category

KPIs

In

Number of Incidents per priority level

Incident resolution performance against service levels

Service Level Management

Number of closed Incidents per time period

Out
In

Monitoring the effectiveness and efficiency of the process

Capacity Management
Reports on capacity-related incidents
Explanations of unacceptable availability

Out

Controlling the work of the support groups

Manager

In

ITSCM Plan awareness and training

Out

Reporting to management and other process areas

In

recording incidents
IT Service Continuity Management

Historical data for planning

Price/Cost per service information

Out

classifying incidents

Roles
1st Level Support

In
Financial Management

Reports of time spent per incident by CI/service

Making recommendations for improvement

Developing and maintaining the Incident Management system

Availability Management
Reports of availability-related incidents

Quicker resolution of Incidents leading to productivity gains

Management information is provided

Out

Release Management
reports on incidents per release

Incidents are not lost or forgotten

Up to date status of their Incident provided

Communication

matching incidents
routing incidents
resolving incidents

Out

closing incidents
investigation incidents
functional escalation - lack of expertise

heirarchical escalation - likelihood of a breach

a temproary fix for the incident

2nd - nth Level Support

Escallation

recovery incidents

Terminology
Workaround

diagnosis incidents