1. Info-Tech Research Group1 Info-Tech Research Group, Inc. Is a global leader in providing IT research and advice. Info-Tech’s products and services combine actionable insight and relevant advice with ready-to-use tools and templates that cover the full spectrum of IT concerns. © 1997-2014 Info-Tech Research Group Inc. Incident and Problem Management World Class Operations – Impact Workshop

2. Info-Tech Research Group2 Purpose: Establish right-sized Incident and Problem Management processes Improve the availability and quality of your organization’s services through improved Incident and Problem Management processes. Infrastructure/Operations Managers or Incident/Problem Managers who need to re- evaluate their Incident and Problem Management processes, because of: Slow service restoration. Long service outages and disruptions that adversely impact the organization. High rates of recurring incidents. Poor management of critical incidents. High numbers of failed problem resolutions. Inconsistent handling of incidents and problems. This Research Is Designed For:This Research Will Help You: Establish formal, right-sized, Incident and Problem Management processes. Adapt SOPs to facilitate and support your Incident and Problem Management processes. Improve incident resolution times. Reduce the number of recurring incidents. Improve management of critical incidents. Develop an implementation plan to establish your new processes. Track and measure the success of your new processes.

3. Info-Tech Research Group3 Prepare to establish your Incident and Problem Management processes with Info-Tech’s tools and templates Use the Incident Management SOP and Problem Management SOP to guide the establishment and execution of the process. Use the Info-Tech Incident and Problem Management Maturity Assessment Tool to identify process gaps and prioritize process improvements. Use the Info-Tech Incident and Problem Management Metrics Tool to track and measure process success and report on key KPIs. This icon will guide you to a specific section of an Info- Tech SOP template. Use the following templates to support your Problem Management process: Causal RCA Template Diagnostic RCA Template Proactive RCA Template Project Approval Template

4. Info-Tech Research Group4 AM 1 AM 2 PM 1 PM 2 Agenda: Incident and Problem Management Workshop Introduce the Workshop Make the Case Introduce the Workshop Make the Case Perform a Current State Assessment Identify Roles and Responsibilities Develop your Detection and Triage Procedures Develop your Classification Procedures Leverage Diagnostic Data for Root Cause Analysis Identify Root Cause Analysis Procedures Design your Problem Management Process Develop Root Cause Validation Procedures Develop Problem Resolution Procedures Leverage Proactive Problem Management Develop an Action Plan Module 1 Module 2 Module 4 Module 3 Establish Investigation, Diagnosis, and Resolution Procedures Design your Incident Management Process Manage Critical Incidents Effectively Develop Incident Matching Procedures Assess Current State and Design Target State Establish Incident Management Procedures Develop Problem Management Procedures Problem Resolution and Action Plan

5. Info-Tech Research Group5 Leverage Info-Tech insights and recommendations Info-Tech Insights Analysts Experts Clients Service Management Best Practices ITIL Framework Info-Tech builds on the foundation of the ITIL framework, then adds in Industry Best Practices. Value Proposition: Insights and Guidance from our Analysts, Subject Matter Experts, and Clients. Value Proposition: Insights and Guidance from our Analysts, Subject Matter Experts, and Clients.

6. Info-Tech Research Group6 Define Target State 1.1a What to expect Establish and Implement Your Incident and Problem Management Processes Successfully Manage Your Process Templates Tool: Metrics Tool Monitor and Review Your Process Workshop Objectives Define ideal process Prepare to Implement Key Takeaways Tool: Maturity Assessment Assess available investment Follow your roadmap Develop your action plan Define success metrics Measure current execution Formalize a Right-Sized Process Incident Management Problem Management Process Governance Intake Problem Recognition Root Cause Analysis Proactive Problem Management Initial Triage Investigation and Diagnosis Critical Incidents Problem Recording Service Resolution Incident Management SOP Problem Management SOP RCA Templates

7. Info-Tech Research Group7 Key benefits Completing this section will allow you to: Establish clear roles and responsibilities. Plan your target Incident Management process. Immediate outcomes of this section After completing this section you will understand: The workshop schedule and objectives. Your organization’s current process maturity. The activities required for a successful Incident Management process. Timeline for this section ActivitiesKey OutputsDuration 1.1Introduce the Workshop and Make the Case Workshop objectives and pain points, stakeholder buy in1.0 hours 1.2Perform a Current State Assessment Current process maturity2.0 hours 1.3Identify Roles and Responsibilities Incident Management process ownership and support structure 2.0 hours 1.4Design Your Incident Management Process Target State Incident Management process flow2.0 hours 1.0 Assess Current State and Design Target State

8. Info-Tech Research Group8 AM PM Agenda: Module 1 1.1 Introduce the Workshop and Make the Case 1.1.a Identify objectives 1.2 Perform a Current State Assessment 1.1b Introduce ITIL 1.1c Identify process challenges 1.4 Design Your Incident Management Process 1.4b Draw your Incident Management target state process 1.1d Identify the benefits of the new processes 1.4a Identify your Incident Management target state 1.2a Perform a current state assessment 1.3 Identify Roles and Responsibilities 1.3c Identify the organization’s support structure 1.3a Define the role of the Incident Manager 1.3b Define the role of the Problem Manager

9. Info-Tech Research Group9 Key benefits Completing this section will allow you to: Develop procedures for managing the complete lifecycle of incidents. Populate each section of the organization’s Incident Management SOP. Immediate outcomes of this section After completing this section you will understand: How to manage incidents from intake to final resolution. How to manage critical incidents. Timeline for this section ActivitiesKey OutputsDuration 2.1 Develop Your Detection and Triage Procedures Incident detection sources and initial triage procedures for the Incident Management SOP 1.0 hours 2.2 Develop Your Classification Procedures Incident prioritization scheme, incident categorization scheme, and classification procedures for the Incident Management SOP 1.0 hours 2.3 Establish Investigation, Diagnosis, and Resolution Procedures Escalation paths, diagnostic toolset list, action plan for coordinating with Change and Release Management, and investigation, diagnosis, and resolution procedures for the Incident Management SOP 3.5 hours 2.4 Manage Critical Incidents Effectively Resource Engagement Plan, Communication Plan, Post- Mortem agenda and schedule, Section 10 of the Incident Management SOP 2.0 hours 2.0 Establish Incident Management Procedures

10. Info-Tech Research Group10 AM PM Agenda: Module 2 2.2 Develop Your Classification Procedures 2.1 Develop Your Detection and Triage Procedures 2.1a Identify incident detection methods 2.3 Establish Investigation, Diagnosis, and Resolution Procedures 2.3b Identify diagnostic tools and procedures 2.3c Identify resolution procedures 2.1b Develop your knowledgebase practices 2.2c Identify incident escalation procedures 2.3a Determine vendor engagement protocols 2.2a Develop an incident prioritization scheme 2.2b Develop an incident categorization scheme 2.4 Manage Critical Incidents Effectively 2.4e Develop post- mortem procedures 2.4a Identify who manages critical incidents 2.4b Develop a resource engagement plan 2.4c Develop a communication plan 2.4d Conduct a fire drill

11. Info-Tech Research Group11 Key benefits Completing this section will allow you to: Design your Problem Management target process. Determine incident matching methods. Build your organization’s root cause analysis procedures and capabilities. Immediate outcomes of this section After completing this section you will understand: How to create a Problem Management target process diagram. Incident matching procedures. Root cause analysis procedures. Timeline for this section SectionsKey OutputsDuration 3.1 Design Your Problem Management Process Process diagram, sections 2.2 and 3 of the Problem Management SOP 2.0 hours 3.2 Develop Incident Matching Procedures Incident matching procedures, section 7.2 of the Problem Management SOP.5 hours 3.3 Identify Root Cause Analysis Procedures Causal RCA methods, Causal RCA Template, section 8.3 of the Problem Management SOP 1.5 hours 3.4 Leverage Diagnostic Data for Root Cause Analysis Diagnostic tool list, Diagnostic RCA Template, Documentation of Diagnostic Root Cause Analysis procedures, section 8.3 of the Problem Management SOP 1 hour 3.0 Develop Problem Management Procedures

12. Info-Tech Research Group12 PM AM Agenda: Module 3 3.2 Develop Incident Matching Procedures 3.2a Identify incident matching methods 3.1 Design Your Problem Management Process 3.1b Draw your Problem Management target state process 3.3 Identify Root Cause Analysis Procedures 3.3b Determine root cause using a Fishbone diagram 3.1a Identify your Problem Management target state 3.2b Identify matching incidents and trends 3.4 Leverage Diagnostic Data for Root Cause Analysis 3.4b Determine root cause using diagnostic data 3.3a Identify root cause analysis techniques 3.4a Identify diagnostic tool opportunities

13. Info-Tech Research Group13 Key benefits Completing this section will allow you to: Understand how to validate root cause. Understand how to work with Change Management to deploy a fix or workaround. Build a plan for utilizing Proactive Problem Management. Develop an action plan for deploying both Incident and Problem Management into the organization. Immediate outcomes of this section After completing this section you will understand: How to validate root cause and devise a problem resolution. How to successfully leverage technology in order to improve Problem Management. How to deploy right-sized Incident and Problem Management processes into the organization. Timeline for this section SectionsKey OutputsDuration 4.1 Develop Root Cause Validation Procedures Root Cause Validation Procedures1.0 hours 4.2 Develop Problem Resolution Procedures Section 10 of the Problem Management SOP1.0 hours 4.3 Leverage Proactive Problem Management Section 9 of the Problem Management SOP1.0 hours 4.4 Develop an Action Plan Action plan, process roadmap, metrics and reporting procedures 2.5 hours 4.0 Problem Resolution and Action Plan

14. Info-Tech Research Group14 AM PM Agenda: Module 4 4.3 Leverage Proactive Problem Management 4.3b Identify how to respond to alerts generated by Event Management 4.2 Develop Problem Resolution Procedures 4.2a Identify problem resolution workflows 4.4 Develop an Action Plan 4.4a Determine process metrics and reporting procedures 4.2c Identify Problem Review Meeting Agenda 4.1 Develop Root Cause Validation Procedures 4.1a Identify validation methods 4.4b Make an action plan 4.1b Validate root cause 4.3a Determine event monitoring and alerting requirements 4.4c Discuss implementation challenges and wrap-up the workshop

15. Info-Tech Research Group15 Incident and Problem Management Workshop: Built on world class research, experience, and standards Tools & Templates Team with over 30 years of experience 240-page research report Based on primary, secondary, and in-field research More than six months of research Over 40 in-depth activities and exercises Incident and Problem Management Maturity Assessment Tool Incident Management Standard Operating Procedure Problem Management Standard Operating Procedure Problem Management Causal RCA Template Problem Management Diagnostic RCA Template Problem Management Proactive RCA Template Incident and Problem Management Metrics Tool Problem Management Stakeholder Buy-in Template