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Incident Management

Incident Management . Process Details & Tool Highlights April 2011. Agenda. Incident Management Process Details ITSM Tool Highlights Q & A Resources Training Information. Incident Steps. Key New Process Points. Incident Detection & Recording

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Incident Management

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  1. Incident Management Process Details & Tool Highlights April 2011

  2. Agenda • Incident Management Process Details • ITSM Tool Highlights • Q & A • Resources • Training Information

  3. Incident Steps • Key New Process Points • Incident Detection & Recording • Incident Classification & Knowledge Search • Investigation & Diagnosis • Resolution & Recovery • Incident Closure • Services & Categorization • Knowledge Search • Significant Incident Process • Closure Process Today: Discuss the Incident steps in further detail and see how the process is facilitated by the ITSM Tool.

  4. Detection & Recording

  5. Classification

  6. Classification

  7. Classification

  8. Impact & Urgency Matrix

  9. Classification

  10. Knowledge Search

  11. Assign for Investigation & Diagnosis

  12. Investigation & Diagnosis

  13. Resolution & Recovery

  14. Closure

  15. Incident Steps • Key New Tool Points • Incident Detection & Recording • Incident Classification & Knowledge Search • Investigation & Diagnosis • Resolution & Recovery • Incident Closure • Best Practice Form • Quick Action Links • Not Case Sensitive • Type Ahead Fields • Configuration Item (CI) & Service Search • Knowledge Search • Field Defaults • Email Functionality Questions?

  16. Resources • ITS Backstage page: https://backstage.itcs.umich.edu/itsm/ • Anonymous feedback form: https://backstage.itcs.umich.edu/process-implementation/ • Feedback page results: https://collaborate.adsroot.itcs.umich.edu/mais/group/itsServiceManagement/itsProcessImplementation/Lists/Feedback/AllItems.aspx

  17. Training • Training Information: Backstage Calendar of Events • Change Process Presentation: April 11 & 14 • Problem Process Presentation: April 19 & 21 • Knowledge Process Presentation: April 26 & 28 • Support Group Manager Training: May 3 & 5 • ITSM Information Webinar: May 9 & 12 • ITSM Online Learning & Job Aids: May 10 • ITSM User Labs: May 17 & 19 • ITSM Brown Bags: May 16 & 18

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