Hi I am Ketan Ghelani, Program Manager on the Service Manager Team responsible for Incident and Problem Management. I will write a series of posts on Incident Management. I will show how to map a sample Incident Management Process scenario to the capabilities of Incident Management in Service Manager. Here is the roadmap for the posts.
- High Level Incident Management processes and Incident Management capabilities in Service Manager (This post)
- Describe a sample business scenario case and define the process
- Map the process to the Incident Management Capabilities in Service Manager (This will be probably a series of its own)
The objective of Incident Management Process is to restore normal operations as quickly and cost-effectively as possible with minimal impact on business or the user. MOF and ITIL both provide a framework to define the processes and best practices for Incident Management. MOF refers to it as the Customer Service Service Management Function (SMF).
MOF’s Customer Service SMF flow is defined here. The figure below shows a high level representation of the Incident Management process
Some of the best practices for the incident management process includes following key elements:
· Incident detection and recording: Ensures all incidents are tracked and provides information to aid with problem management.
Classification and Initial Support: Classification ensures that incidents are correctly categorized, prioritized and routed to the proper support resources. Initial support processes allow new incidents to be checked against known issues to facilitate quick resolution.
· Investigation & Diagnosis: Provides a structure to troubleshooting (e.g. investigation, diagnosis and resolution) till closure. The incidents are tracked and monitored throughout the life cycle.
· Resolution and Recovery: Provides the steps required to resolve the incident, often by interfacing with the change management process to implement remedial actions. If the incident is not resolved it is escalated.
· Escalation: Provides handling for major incidents that require a response beyond the normal incident process. This includes management and functional escalations, effective communications, and formal rollback plans.
The Service Manager Incident Management solution is built on top of Service Manager using the SDK. I have described below platform capabilities at high level in context of Incident Management:
In subsequent posts we will go into details of how we configure these workflows to meet specific business needs.
The incident management diagram which you have in this post is not hyperlinked properly.
It shows the path as c:\users\kgelani
And not yet fixed