For example, a template model for a password reset includes:. Low-priority tier-one incidents do not impact the business in any way and can be worked around by users. Second-tier support involves issues that need more skill, training, or access to complete. Resetting an RSA token, for example, may require tier-two escalation. Some organizations categorize incidents reported by VIPs as tier two to provide a higher quality of service to those employees.
Tier-two incidents may be medium-priority issues, which need a faster response from the service desk. Major incidents are defined by ITIL as incidents that represent significant disruption to the business. These are always high priority and warrant immediate response by the service desk and often escalation staff. In the tiered support structure, these incidents are tier three and are good candidates for problem management.
In ITIL, incidents go through a structured workflow that encourages efficiency and best results for both providers and customers. ITIL recommends the incident management process follow these steps:. The incident process provides efficient incident handling, which in turn ensures continual service uptime. The first step in the life of an incident is incident identification.
Incidents come from users in whatever forms the organization allows. Sources of incident reporting include walk-ups, self-service, phone calls, emails, support chats, and automated notices, such as network monitoring software or system scanning utilities.
Requests are categorized and handled differently than incidents, and they fall under request fulfillment. Once identified as an incident, the service desk logs the incident as a ticket. The logging process can also include categorization, prioritization, and the steps the service desk completes. Categorization involves assigning a category and at least one subcategory to the incident. This action serves several purposes. First, it allows the service desk to sort and model incidents based on their categories and subcategories.
Second, it allows some issues to be automatically prioritized. This categorization would, in some organizations, be considered a high-priority incident that requires a major incident response.
The third purpose is to provide accurate incident tracking. When incidents are categorized, patterns emerge. Incident prioritization is important for SLA response adherence. Urgency is how quickly a resolution is required; impact is the measure of the extent of potential damage the incident may cause. Once identified, categorized, prioritized, and logged, the service desk can handle and resolve the incident.
Incident management follows incidents through the service desk to track trends in incident categories and time in each status. Provides training to Tier 1 via knowledge transfer and knowledge articles. This role will receive email notifications when Incidents are assigned to their user id.
Escalation point for Incidents that cannot be resolved by Tier 2 Support. Performs the administrative tasks necessary to support activities within a process.
We expect the customer to confirm the resolution of the incident. This can be done by a phone call with the Service Desk, a reply to an automatic notification from the ticketing application or via a web- based application. This is the second important step in our two-step incident closure. The customer should be notified upon closure. Sadly, some customers do not seem to find this important once they receive their service back.
Since the customer is almost always right, it has somehow became an industry standard to inform the customer in the small print of the resolution notification that the resolved incident will be automatically closed if the resolution is not confirmed in, say, 24 or 48 hours. An automated process can be implemented to close all resolved incidents older then this threshold time daily.
Very often, due to their business priorities, busy customers treat automatic resolution notifications as spam, and in some cases Mail service down are unable to receive them. Somehow, they are more responsive to a closure notification. Another thing, very important to mention here, is that some service organizations tend to process incidents with high priorities in such a way as to lower the priority after the resolution is in sight or has been declared resolved by the assigned personnel.
They oversee the process in case anything else needs to be done, through opened incidents of lower priority. This can show our best effort-based intentions to a friendly customer, but at the end of the day, spoils our Mean Time To Resolve MTTR metrics and can make us look bad in spite of our best intentions.
What does your service organization do in this case? Download a free sample of our Incident Management process template to gain deeper knowledge about incident management. Define the purpose, scope, principles, and activities for the Incident Management process. Get it now. You may unsubscribe at any time. For more information please see our privacy notice. For full functionality of this site it is necessary to enable JavaScript.
Here are the instructions how to enable JavaScript in your web browser.
0コメント