Incident & Problem Management Process – What You Need!

You must have both INCIDENT MANAGEMENT and PROBLEM MANAGEMENT if you want to reduce the cost of Incidents and their impact on the business..

  1.  Incident Management and Problem Management must be integrated.
  2.  Problem  Management
    1. Allows you to actively reduce the occurrence of Incidents.
  3.  Incident Management
    1. Identifies and captures incident data, quantifies business impact and cost
    2. Is the foundation for Problem Management (Data collected during Incident Management enables effective Problem Management.)   >>>Incident Management Tool 
    3.  Allows you to actively reduce the effort that is spent on Incidents.
      1. Lessons-Learned
      2. Consistent Processes
      3. Cross-Training
      4. Knowledge-base of well-documented resolutions
    4. For effective Incident Management, you also must have Service Level Agreements.
      1. Develop service goals for response and resolution completion
      2. Develop service goals for reducing the number and severity of incidents

Incident Management


  1. Objective

    1. Effectively and Efficiently manage and reduce Incident business impact
      1. That means…
        1. Managed and resolve Incidents.
        2. Continuously reduce the effort required to resolve incidents
        3. Capture incident data to identify trends which set the stage / foundation for reducing the number of Incidents   >>> Good Incident data for Problem Management 
  2. Elements of Good Incident Management

    1. Service Level Agreement
      1. This provides you with a definition of what “Good” is.
    2. Standard Work Processes
      1. This enables you to manage Incidents consistently.  (i.e.  Receive, Acknowledge, Track, Resolve, Measure Performance and Close incidents consistently.)
  3. IT Service / Incident Management Tool

    1. This is a key element – You can’t control what you can’t measure AND You can’t measure when you do not capture relevant data
    2. Incident data keeps the SLA performance visible and enables management of  Incidents with the SLA always in mind.
    3. It ensures that work processes are used consistently.
    4. Automates the work processes.
    5. Insures consistency, everyone uses the same processes
    6. Enforces compliance with the processes
    7. Allows a manager to effectively manage the team’s work and assignments
    8. Collects data that is necessary for:
      1. Efficient management of Incidents
      2. Effective Problem Management
  4.  Data for Incident Management

    1. Service Level Definitions
    2. Severity Definitions
    3. Service Level Goals
    4. Service Level Expectations
    5. Incident process definition and ticket templates
  5.  Data necessary for day-to-day management of Incidents

    1. Receive Date / Time, Resolution Date / Time, Close Date / Time
    2. Incident Resolutions
    3. Incident Description
    4. Incident Assignments
    5. Effort spend on Incidents
  6. Data necessary for Problem Management

    1. Classifications
    2. Components affected
    3. Users / Customers affected
    4. Individual or Similar incidents identified that require permanent resolution
  7.  Good Incident Management Practices

    1. Clear, Comprehensive, and Accurate Incident Resolutions
    2. Post-Mortem follow-up review sessions and Lessons Learned for every Incident. This is usually part of a weekly application support team meeting.
    3. Cross-Training and “What-If” scenario reviews with all team members.  (e.g Role playing discussions about how to handle specific Incidents.)
    4. How do we keep it from happening again?
    5. Are there areas related to this incident that we can pro-actively review to prevent other incidents from happening?

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