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ITIL Incident Management Process Demystified
Presenter: Branimir Valentic
©2016 20000Academy www.advisera.com/20000academy
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• Submit text questions – they will be addressed throughout the session
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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.
©2016 20000Academy www.advisera.com/20000academy
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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Incident Management process 2/3
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Prioritization
• Impact
• Urgency
• Priority matrix
Initial diagnosis
• Known Error Database
• Resolution
Escalation
• Hierarchical
• Functional
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Incident Management process 3/3
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Investigation and diagnosis
• Incident Record
• Activities
Resolution and recovery
• Test
• Recovery action
Incident closure
•Categorization
•User satisfaction
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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
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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
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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
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Roles important for the process
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Service Desk
Incident Manager
nth Line Support
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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
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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
©2016 20000Academy www.advisera.com/20000academy
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
