Incident Management

Incident Management Process Flow Templates

root — Wed, 10 Dec 2008 12:47:54 -0800

Incident Management is a sub process in ITIL that need to be implemented in every company for better IT operation. However there are a lot of concept or design that we can used to make incident management process become more simple and integrated. Above is an example of how incident management process flow would be performed

Penalty charges during incident management

root — Fri, 06 Jun 2008 02:15:41 -0700

Nothing focuses the mind quite like the possibility that the money you have earned through the diligent provision of valuable IT services could be ripped away from your clutches due to poor performance or non-compliance with previously agreed penalty clauses. Punitive penalties are common place within the IT outsourcing market place and can significantly affect the profitability, or indeed very survival, of the service provider.

Are incidents or performance levels that incur penalties clearly defined?
• Is the way non-performance is measured clearly understood?
• Are the penalties time boxed or can they accumulate indefinitely?
• Are service level periods defined? Are these based upon fixed periods or a rolling window of performance?
• Are penalties limited by an upper threshold?
• Are payment terms for penalties defined?
• Are there any arbitration processes described in case of disputes over penalties?

21 common problems within ITIL Incident Management Implementation

root — Mon, 10 Mar 2008 19:00:10 -0700

Does your company ready to implement effective Incident Management process? Here is common problem that your company will face:

Common Incident Management issues include:

Extended resolution times
Inconsistent service delivery/approach to resolution
Incomplete fixes/Incidents needing to be re-opened
Too many touch points required to resolve an issue
Inefficient trouble shooting procedures
Poor visibility of impact of incidents upon the business
Routing errors/Multiple re-assignments
Inappropriate prioritization of incidents
Inefficient workload management
Poor communication of outages and their impact
Lack of a closed loop process i.e. no formal closure
Continuously re-inventing the wheel
Ineffective use of knowledge repositories
Poor categorisation/classification of incidents
Buck passing between functional/implementation groups
Lack of visibility of incident status
Temporary workarounds being left in place as permanent fixes
Unnecessarily high levels of follow up/chase calls
Availability of Help Desk staff
Skill levels of Help Desk staff
Single incident management process irrespective of nature and scope of incident e.g. Critical service impacting incidents treated in the same way as a user that has forgotten their password.

Any other experience? This list is taken from Rob Addy book’s Effective IT Service Management. But I’m sure that the fact is usually worst than this.