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Learning Incident Management - Coggle Diagram
Learning
Incident Management
The Purpose
To restore normal service operation as quickly as possible
All incidents
Logged
Documented or
Tickets or Incident Records
Symptoms
Who is impacted
When did it happen?
How many users have seen the incident?
and have been impacted by it.
every additional information has to be stored in the ticket
everything you did will remain logged
Prioritized
Impact and urgency
agreed in SLA
Categorized
Hardware
Software
Application
Network
Major Incidents
or Securty incidents
Special Procedure
Special Team
Special tools
Special Access
Different flow compared to other incidents
Special skills
Security Team
What is an Incident?
Unplanned
INTERRUPTION
to a service
REDUCTION
in the quality of a service
ex. SLA states that login should not take more than 3secs
took like 3.5secs, that is already an incident
functioning outside of the parameters defined by SLA
incident management will try to bring back
the service within SLA parameters
Key Concepts
Documented in Incident Records
Assigned Ticket ID
To move the ticket from one team to another
To escalate
allows you to make some links
Links to Knowledge Database
the better the tool the easier to be for people
who are involve in incident management
More information the better
run a diagnosis
to understand exactly what is happening
to identify a potential solution
gather as much information as we can
it should be documented in the ticket
Documented process is recommended
procedures do not necessarily have to be detailed
in relation to diagnosis, investigation and resolution
because there could be so many different scenarios
impossible to create perfect procedure
covering every possible situtation
instead of creating huge procedure
CREATE A SIMPLE PROCESS
rely on the experience and wisdom of people involved.
some part of the process may be outsourced
service desk could be external
2nd or 3rd level of support
could be different company