Transcription
ITIL Incident ManagementProcess DemystifiedPresenter: Branimir Valentic
GoToWebinar Control Panel Open and close yourPanel View, Select, andTest your audio Submit textquestions – they willbe addressedthroughout thesession Raise your hand 2015 20000Academywww.advisera.com/20000academy2
What is the Incident Management processaccording to ITIL?If you are planning to implement theIncident Management process.you need to know all the necessaryelements of the Incident Managementprocess. 2015 20000Academywww.advisera.com/20000academy3
There is no need to “reinvent thewheel” when a practical and provenapproach in managing incidentsexists. 2015 20000Academywww.advisera.com/20000academy4
Agenda Incident Management process Determining the priority of an incident Roles important for the process Benefits explained Biggest challenges in IncidentManagement implementation 2015 20000Academywww.advisera.com/20000academy5
Incident Management process 1/3Incident ServiceDesk User ITpersonnel Event 2015 20000AcademyLogging Mandatoryinformation rization Incidentcatalogue6
Incident Management process 2/3Prioritization Impact Urgency Prioritymatrix 2015 20000AcademyInitialdiagnosis KnownErrorDatabase Resolutionwww.advisera.com/20000academyEscalation Hierarchical Functional7
Incident Management process 3/3Investigationand diagnosis IncidentRecord ActivitiesResolutionand recovery Test Recoveryaction 2015 losure Categorization Usersatisfaction8
Determining the priority of anincident Number of users affected Number of services affected Level of financial loss Effect on business reputation Regulatory or legislative breaches 2015 20000Academywww.advisera.com/20000academy9
UrgencySimple Priority Coding System 1/2ImpactHigh Medium LowHigh123Medium 234Low345Impact Urgency -1 Priority 2015 20000Academywww.advisera.com/20000academy10
Simple Priority Coding System 2/2Priority12345 2015 dResolution Time2h4h12h48hto be plannedwww.advisera.com/20000academy11
Roles important for the processServiceDeskIncidentManagernth LineSupport 2015 20000Academywww.advisera.com/20000academy12
Benefits explained Customer satisfaction Decrease in support staff costs Responsiveness to changing businessrequirements Efficiency in incident resolution Fulfillment of SLA requirements Motivated employees 2015 20000Academywww.advisera.com/20000academy13
Biggest challenges in IncidentManagement implementation Staff retention due to the savings in funding Getting management buy-in Roles and responsibilities How to organize the implementation 2015 20000Academywww.advisera.com/20000academy14
ConclusionDon't take the Incident Managementprocess for granted. It’s a highly visibleprocess to your customers – in both apositive and a negative way. 2015 20000Academywww.advisera.com/20000academy15
Q&ABranimir Valentic
Thank you!www.advisera.com/20000academy/webinars/
ITIL Incident Management Process Demystified Author: Branimir Valentic Created Date: 11/18/2015 4:41:33 PM .
