Incident Management Process Flow
The first step in Incident management is to report the identified incident.This can be done by the end users themselves or agents can do it on their behalf. The IT team needs to capture complete information about the incident using a form template to speed up recovery process. They also need to set up relevant channels for end users to report an issue easily.
Segment the incidents with appropriate category/sub-category in order to easily identify the right group and agent. Customize incident form with the right fields and set up automated rules for ticket classification, prioritization and assignment and save valuable time in the process. Correct classification of Incidents will help in generating reports faster.
Assigning the right priority to ticket has a direct impact on deciding SLA policy and addressing business critical issues on time. Thus, set up a realistic SLA definition to meet customer commitments.
Investigation and Diagnosis
When an incident is raised, the IT team performs an initial analysis of the same and sends a resolution to the end user. In the event the resolution is not available immediately, they, escalate the incident to tier II & tier III teams for detailed investigation. Components required to identify, analyze, and contain an incident are reviewed. The incident is also associated with the relevant CI (Configuration Item) for faster diagnosis.
Incident Resolution and Closure
One of the primary goals of any IT team is to resolve any incident, coming their way, as soon as possible. Efficient communication about the resolution and closure of the resolved tickets is very important. The team can even automate the process of closing the resolved tickets or the user can do it themselves through the self-service portal.