Incident Workflow (ITIL v2 [reeds knipoog naar v3])

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James Smith
5 years ago
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Incident Workflow (ITIL v2 [reeds knipoog naar v3]) 1. Incident Identification and Incident Logging Incidents can be any failure or interruption to an IT service or a Configuration Item/Asset.

1 Incident Workflow (ITIL v2 [reeds knipoog naar v3]) 1. Incident Identification and Incident Logging Incidents can be any failure or interruption to an IT service or a Configuration Item/Asset. These can get created from From Event Management From Web Interface User Phone Call Technician Staff 2. Incident Categorization Incident classification is very important to understand the source of all your incidents. Get more organized with the three levels of categorization - Category, Subcategory and Item. The incidents can be assigned to these categories depending upon the failure that is reported and can be automatically routed to the appropriate support engineer. Automatic Dispatch of Incidents. For instance, when you have more than 100 incoming incidents per day, its time-consuming to assign these incidents to various technician, category and levels. Business Rules helps in automating the assignment of the incidents. Create the Business Rule criteria based on the pattern of failure and the incidents will be automatically assigned to technicians or categories or levels. 1

3. User Satisfaction Survey User Satisfaction Survey helps in identifying the Satisfaction Level of the users and knowing performance of the support engineers in resolving the issue.

2 3. User Satisfaction Survey User Satisfaction Survey helps in identifying the Satisfaction Level of the users and knowing performance of the support engineers in resolving the issue. The performance of the support engineer can be measure and improved based on the survey results. 4. Incident Prioritization The Incident can affect the organization differently. Define the Priority based on the Impact and Urgency of the Incident. It minimizes the incident impact on the business. Assign the priorities based on Predefined prioritization or Dynamic Prioritization. 2

Priority Matrix helps you in automatically assigning the Priority to an Incident based on the Impact and Urgency levels.

3 Predefined prioritization In large companies, prioritization of incidents might be tough as the number of requests will be more. There will be a predefined criteria for assigning the incident priority depending upon the failure reported. Priority Matrix helps you in automatically assigning the Priority to an Incident based on the Impact and Urgency levels. Dynamic Prioritization In SMBs the incident priority will be decided by the technicians as the incident inflow is less. ServiceDesk Plus helps technician to assign the priority manually or to override the values set by the priority matrix. 5. Incident Diagnosis When an incident gets created, it has to be analyzed and the full symptoms has to be discovered. Add the symptoms as Notes so that it will help in finding out where the failure is and how to correct it. ServiceDesk Plus helps in searching the existing workarounds or solution from the KnowledgeBase and getting back to the users immediately with the resolution. This helps in reducing the turnaround time for an incident. 3

6. Incident Escalations When the support engineer is unable to resolve the incident, (i.e. when it is not a known error) the incident can be referred to the second-level support.

4 6. Incident Escalations When the support engineer is unable to resolve the incident, (i.e. when it is not a known error) the incident can be referred to the second-level support. The incident will get escalated to the third-level support when the secondlevel support is not able to resolve it within the due by time. Service Level Agreement helps in prioritizing the incident and enabling this timely escalations. 7. Incident Resolution and Recovery The Recovery of incidents is very ciritcal when it has affected any of the IT services. After identifying the issue and resolving the incident, make the resolution that you add as a part of the Knowledge Base or Solutions. This helps you in giving a quicker responsetime when another user comes in with the same problem. Giving an immediate resolution to the incidents will also help in giving a good customer satisfaction. 4

8. Incident Closure Every support staff knows that closing the incident is really a painful task as it can be closed only after it is confirmed with the users for the issue

At times the user might also not respond back even if the issue is resolved. Automatic-Closure criteria will help in closing the incidents in such instances.

5 8. Incident Closure Every support staff knows that closing the incident is really a painful task as it can be closed only after it is confirmed with the users for the issue resolution. ServiceDesk Plus helps you with the option of providing the user with the privilege to close his incident. At times the user might also not respond back even if the issue is resolved. Automatic-Closure criteria will help in closing the incidents in such instances. The incidents will get closed after the specified number of days when there is no response from the User. The closure categorizations or rules helps to ensure that all the incidents has a proper resolution added to it before it is closed. 5

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Table of Contents. 1. Basic configurations Create accounts for users... 4

Table of Contents. 1. Basic configurations Create accounts for users... 4 QUI CK START GUI DE Table of Contents 1. Basic configurations......................................................... 2 a. Organization Details - Enter information about your organization.................