30
ITIL Incident Incident Management Management ISD Division Office of State Fina
ITIL
Incident Incident Management Management
ISD Division
Office of State Finance
Office of State Finance
Contents
Process
Escalation Guidelines
Policy
Purpose of Incident Management
2
3
ContentsOffice of State Finance
Purpose of Incident Management
Office of State Finance
ITIL Training
Terms (Service Operations)
1
Something is broken or about to break.
Repair as quickly as possible.
Open incidents are measured against SLAs.
Incident Incident 2
Underlying “root-cause.”
Remains open until underlying issue is
resolved.
Open Problems are not measured against SLAs.
Creates “work-arounds.”
ProblemProblem3
Routine pleas for help – but nothing is broken.
These include items like “can you tell me Joe
Blow’s phone number”, “can you unlock my
account”, and “will you reset my password.”
Service Service RequestRequest
Incident Guidelines
5
Office of State Finance
Incident Prioritization
6
Office of State Finance
Before an incident can be prioritized, the impact and severity must be assessed.
Incident Service Level Targets
7
Priority Target
Response Resolve3 - Low 90% - 24 hours 90% - 7 days*
2 - Medium 90% - 2 hours 90% - 4 hours
1 - High 95% - 15 minutes 90% - 2 hours
Although desirable, it is not always possible to resolve all incidents within the target time frame. For this reason, for SLA purposes, the success rate to resolve incidents by the target time frame is not expected to be 100%
Office of State Finance
Contents
Process
8
9
Incident Management Process Flow
Ser
vice
P
rovi
der
Gro
upS
ervi
ce D
esk
Sou
rce
No
No
No
Yes
Yes
Yes
15Verify Resolution with
Customer
1d-Email
Technical Staff
Request Fulfillment
5Service
Request?
9Priority 1 (major)
Incident?
2Incident Identification
1c- User
Phone Call
14Resolution &
Recovery
11Initial
Diagnosis
12Info in Knowledge
Base?
1b-Web
Interface
13Continued
Investigation & Diagnosis
8Incident
Prioritization
3IncidentLogging
1a-Event
Management
4Incident
Categorization
10Notify Senior
Staff
17Close Incident
16Customer Satisfied?
Yes
7Relate to existing
open cases and set impact appropriately.
6Same issue reported by
others?
No
Yes
Process Flow
Explanation of chart on following
pages
Process Flow - Identification
Service Desk will collect all available information about the issue.
The information will be logged. Before continuing the Service
Desk will verify the related service having the issue and correlate it with an existing service and SLA.
If the case is not actually an incident, but a service request, the Service Desk will continue the case under the Service Request Process guidelines.
After incident verification, Service Desk will attempt to establish incident severity and impact which define priority.
10
Process Flow – Analyze & Resolve
If this is a major incident, the Service Desk will notify senior management immediately.
Information on how to resolve many incidents is contained in the Knowledge Base within CRM. If the information is present, the Service Desk will attempt to resolve.
The Service Provider Group will continue the diagnosis until a solution or workaround is available and verify solution with customer.
If customer is satisfied, the Service Desk will close the case.
11
Office of State Finance
Contents
Escalation Guidelines
12
Purpose of Escalation Process
By “escalation” we mean: The Service Desk broadens awareness and status of
incident, particularly to management and customers
13
Purpose of Escalation ProcessOffice of State Finance
14
ConceptOffice of State Finance
15
Components of Incident Escalation
Concept – Always an Exception
16
Office of State Finance
The following should always be escalated with a high priority:
Agency executive level person (or their representative)
• Governor’s / Lt. Governor’s office• Exec branch of Oklahoma State government• Cabinet Secretaries• Agency directors (or deputy agency directors
representing the agency director)The following should always be escalated with a medium/high priority (CTO and ISD Managers are notified via email):
Security breach
Escalation Process
17
Time Guidelines
Priority Time Limit before Escalation by Service Desk
3-Low 3 business days Manager
2-Medium
4 hours ManagerIf on-call contact cannot be reached during non-business hours
Manager
If neither on-call contact or their manager cannot be reached during non-business hours
CTO & ISD Mgt
48 hours CTO & ISD Mgt
1-High Immediate ManagerImmediate Senior Mgt
18
Critical starting point!Log the case with as much detail as is
available.
19
GuidelinesOffice of State Finance
Escalation Notifications
20
Office of State Finance
Escalation Notifications
21
Office of State Finance
Notifications - 2-Medium
22
Office of State Finance
Notifications - 2-Medium
23
Office of State Finance
Notifications – High
24
Office of State Finance
Notifications – 1-High
25
Office of State Finance
Update the case!When new info is discovered, a plan of action is
devised, or resolved, update the case!
26
Escalation NotificationsOffice of State Finance
Office of State Finance
Contents
Policy
27
Incident Policy
28
Office of State Finance
Incident Policy
29
Office of State Finance
Incident Policy
30
Office of State Finance
