YOUR LOGO HERE Slide Master View © (reproduced with permission) Incident Management All course material is copyright. It is forbidden to use this material other than for study purposes. Display for internal use only. Approval for commercial purposes will be granted under contractual agreement

YOUR LOGO HERE Slide Master View © (reproduced with permission) 2 Introductions Your presenter > You Your role(s) Your expectations

YOUR LOGO HERE Slide Master View © (reproduced with permission) 3 Program 09.00Start 10.30Morning tea / coffee 12.30Lunch Afternoon tea / coffee 17.00End Note.. There is enough information here to conduct a full day workshop on Incident Management. If you wish to do a short presentation keep only slides; 1, 7-9, 12-14, 17, 26, 32-38

YOUR LOGO HERE Slide Master View © (reproduced with permission) 4 Day Objectives Understanding of the Incident Management process and its activities. Good understanding of the relationships with other IT Service Management processes. Ability to execute the Incident Management activities.

YOUR LOGO HERE Slide Master View © (reproduced with permission) 5 Overview Service Management

YOUR LOGO HERE Slide Master View © (reproduced with permission) 6 Why Service Management? Business more and more dependent on IT Complexity of technology increases Customers demand more Environment becomes more competitive Focus on controlling costs of IT Low customer satisfaction...

YOUR LOGO HERE Slide Master View © (reproduced with permission) 7 Service Management = The Objective Tree = Quality Flexibility Cost management How / What ? ORGANIZATION BUSINESS PROCESSES IT SERVICE PROVISION SERVICE MANAGEMENT Why! effective efficient organization effective efficient IT service provision

YOUR LOGO HERE Slide Master View © (reproduced with permission) 8 The Functionally Oriented Organization the lines decide GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT GOAL FEEDBACK ACTIVITIES RESULT

YOUR LOGO HERE Slide Master View © (reproduced with permission) 9 The Process Driven Organization the processes decide GOAL FEEDBACK ACTIVITIES RESULT

YOUR LOGO HERE Slide Master View © (reproduced with permission) 10 IT Service Management (ITSM) Focus Organization Process People Technology

YOUR LOGO HERE Slide Master View © (reproduced with permission) 11 Questions?

YOUR LOGO HERE Slide Master View © (reproduced with permission) 12 ITIL Service Management Service Level Management Financial Management for IT services Capacity Management IT Service Continuity Management Incident Management Problem Management Change Management Configuration Management Release Management IT Infrastructure security Service Desk Availability Management

YOUR LOGO HERE Slide Master View © (reproduced with permission) 13 Incident Management

YOUR LOGO HERE Slide Master View © (reproduced with permission) 14 Incident Management = Goal of the process = restores normal service operation as quickly as possible with minimal disruption to the business, thus ensuring that the agreed levels of availability and service are maintained. Incident Management

YOUR LOGO HERE Slide Master View © (reproduced with permission) 15 Terminology (I) incident – any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in the quality of that service – can be reported by: users IT service provision IT systems  events …

YOUR LOGO HERE Slide Master View © (reproduced with permission) 16 Terminology (II) service request – a request by a user for information, advice or documentation functional question request information request status account request batch jobs request back ups / restores request password / authorisation …

YOUR LOGO HERE Slide Master View © (reproduced with permission) 17 Process Model Investigation & Diagnosis Classification & Initial Support Detection & Recording Resolution & Recovery Ownership, Monitoring, Tracking & Communication Closure = Service Desk responsibility

YOUR LOGO HERE Slide Master View © (reproduced with permission) 18 Incident Detection & Recording Which incidents? Incident sources? (where from?) What information? How much detail? Who’s responsibility Investigation Classification Recording Resolution Monitoring Closure

YOUR LOGO HERE Slide Master View © (reproduced with permission) 19 Classification & Initial Support (I) Priority, based on: – Impact – Urgency Type of incident: – E.g. mainframe, desktop, application Need clear guidelines for quick entry: – Simple – Unambiguous – Effective Investigation Classification Recording Resolution Monitoring Closure

YOUR LOGO HERE Slide Master View © (reproduced with permission) 20 Classification & Initial Support (II) Impact Urgency Priority Source: OGC (Service Support)

YOUR LOGO HERE Slide Master View © (reproduced with permission) 21 Classification & Initial Support (III) Incident Matching – Has a similar Incident occurred before? is a provisional solution known (work around)? – Can the Incident be related to an existing Problem or Known Error?

YOUR LOGO HERE Slide Master View © (reproduced with permission) 22 Investigation & Diagnosis (I) Can take place anywhere in the support area If necessary, escalate! Dependant on CMDB Investigation Classification Recording Resolution Monitoring Closure

YOUR LOGO HERE Slide Master View © (reproduced with permission) 23 Investigation & Diagnosis (II) Hierarchical Escalation Functional Escalation Combination Source: the Art of Service

YOUR LOGO HERE Slide Master View © (reproduced with permission) 24 Resolution & Recovery Not interested in underlying cause Focus on removing symptoms Solved when original functionality regained (e.g. user can print again) Investigation Classification Recording Resolution Monitoring Closure

YOUR LOGO HERE Slide Master View © (reproduced with permission) 25 Incident closure Only after consulting with user Only done by Service Desk Investigation Classification Recording Resolution Monitoring Closure

YOUR LOGO HERE Slide Master View © (reproduced with permission) 26 Ownership, Monitoring, Tracking & Communication Service Desk accountable for ALL incidents, regardless of who’s dealing with them Service Desk should have authority to (re)allocate resources in other areas Hierarchical escalation to inform management Focus on SLA’s Support tool helps keep track of multiple incidents Investigation Classification Recording Resolution Monitoring Closure

YOUR LOGO HERE Slide Master View © (reproduced with permission) 27 Questions?

YOUR LOGO HERE Slide Master View © (reproduced with permission) 28 Process, Procedure & Work Flow (I) Process Procedures Work instructions Why & how? What, who, when & where? How (exactly)?

YOUR LOGO HERE Slide Master View © (reproduced with permission) 29 Process, Procedure & Work Flow (II) Swim lane Result Trigger Process Flow Decision Process Step Record call Solved? phonesolved Service Desk Operations

YOUR LOGO HERE Slide Master View © (reproduced with permission) 30 Process, Procedure & Work Flow (III) IARStep 4 ARStep 3 ICCARStep 2 CRRARStep 1 Group D Group C Group B Group A Index: A: Accountable (owns it) R: Responsible (does it) C: Consulted (provides info) I: Informed (receives info) ARCI Model

YOUR LOGO HERE Slide Master View © (reproduced with permission) 31 Incident Management = Costs, Points of Attention, Advantages = costs – P ersonnel – A ccommodation  also for physical storage of process documents, … – S oftware tools and equipment for analysis, reporting and – H ardware communication (e.g. adjustments to telephone system) – E ducation  ITIL Master Class / IM-Practitioner, telephone training, communication training, … – P rocedures  design & manage Incident Management, documentation, instruction sets (telephone scripts), …

YOUR LOGO HERE Slide Master View © (reproduced with permission) 32 Incident Management = Costs, Points of Attention, Advantages = Points of Attention - general – social skills of the service personnel – work overload / stress bottleneck if many incidents through lack of time incidents are no longer optimally (or even not at all) registered – bypassing by users the “FUTZ-factor” (valuable data is lost) Gartner – in starting phase a lot of 2 nd line involvement – process discipline the process driven way of working often demands a change in culture: resistance within the organization

YOUR LOGO HERE Slide Master View © (reproduced with permission) 33 Incident Management = Costs, Points of Attention, Advantages = Points of Attention - incident handling – are all calls registered? – under a unique number? – which priority codes do we use and how is the priority determined? – organization of the 1 st line – organization of the 2 nd line – what % “closed on first call” is possible through Incident Management?

YOUR LOGO HERE Slide Master View © (reproduced with permission) 34 Incident Management = Costs, Points of Attention, Advantages = Points of Attention – incident handling – coding system for incident categorisation – coding system for priority codes – agreements on the long and short error description (form + content + language) – the incident categorisation is related to / depends on other incidents, problems or known errors. – procedures for closing incidents – (telephone) scripts

YOUR LOGO HERE Slide Master View © (reproduced with permission) 35 Incident Management = Costs, Points of Attention, Advantages = General Advantages – ongoing optimisation of the (availability of) IT service provision – reduction of the number of incidents – independent, customer oriented tracking and guarding of incidents – no more “lost” or “forgotten” incidents – better deployment of IT-personnel – useful reporting by effective usage of the available information

YOUR LOGO HERE Slide Master View © (reproduced with permission) 36 Incident Management = Costs, Points of Attention, Advantages = Advantages to the Customer – enhanced relationship between customer and IT through optimal and clear communication there is no need for the customer to have extensive IT knowledge development of a knowledge centre for the customer – increase in productivity through: quick, timely solutions decrease in the number of incidents pro-active warning of potential problems pro-active identification of the consequences when problems arise

YOUR LOGO HERE Slide Master View © (reproduced with permission) 37 Questions?

YOUR LOGO HERE Slide Master View © (reproduced with permission) 38 Incident Management = Functionally Oriented vs. Process Driven = mainframenetworkpc-lan Service Level Management The Art of