IM FLOW, Incident Management FLOW PPT PPTX

Process of identifying, analyzing, and solving any organizational mishaps or hazards to prevent them from happening again. PPT Shows the Content of IM Flow

1. Definition: ITIL incident management (IM) is the practice of restoring services as quickly as possible after an incident. And it's a main component of ITIL service support. ITIL incident management is a reactive process. You can use IM to diagnose and escalate procedures to restore service. So, it's not a proactive measure.

2. Incident Management Overview All the Incidents to be recorded in an ITSM ticketing tool as the single source of incident data.  There shall be a defined escalation process to ensure timely resolution of incidents within agreed SLA.  There shall be one parent incident for an issue, other related incidents shall be marked as child.  Service Desk will be single focal point for the Requestors.  The Incident M anager is responsible to produce all reports/KPI reports .  The Service Desk team should strive to match similar incidents ; and use KEDB to find workarounds or permanent solutions to known issues . If Support T eam resolves the issues and finds that the incident should have a different operational category that on which it was opened. The support team personnel should change the category at resolution to reflect the change.

3. Incident Management Overview Incident priority shall be classified based on impact and urgency in accordance with documented criteria.  Support team shall route tickets to the appropriate support group after mutual discussion to avoid re-assignment, tickets can be escalated to service desk team if resolver group is not known the assigned support group; thereafter service desk team will send the ticket to the appropriate team.  Service Desk teams should escalate incidents to incident manager if appropriate/group is not found by service desk team or if the technical team does not feel it can resolve the issue.  Incident manager will provide all support for hierarchical escalations. For all major incidents P1/P2 tickets the incident manager will inform and escalate all issues which require decision making at the highest level. Hence the support team should route incidents to the Incident Manager if they require hierarchical escalation.  Tickets can be moved to pending/On Hold State, only if there is a justified reason and communication to the requestor.  All resolved incidents should be closed after an agreed time.  After resolution, if the support analyst feels that the incident resolution was just a workaround and permanent solution would need more investigation, the support personnel should propose a problem for the same and inform to  problem manager. In addition, any known error should also be communicated to the problem manager.

4. Detection and Recording

5. Classification and Initial Support :

6. Investigation & Diagnosis:

7. Confirmation & Closure