Incident Management

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Incident Management Tiger Tracks Training

• IT Service Management Office
• Clemson University
• Dan Lewis Janell Bohlmann

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Agenda

• Benefits of ITIL Best Practices
• Where we are headed
• Incident Management Overview
• Incident Management Standards Targets
• Tiger Tracks Tool Training

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Best Practices

• Best practices serve as a guide to designing IT
  management processes that increase the overall
  efficiency, reduce costs and align IT with
  business needs.
• ITIL asks

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How ITIL best practices can help

• Faster incident recovery
• Fewer unplanned outages
• Better communication with users
• Information that enables better informed
  management decisions
• Operational Excellence!

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Where are we now?
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Where are we headed?
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Incident Management

• Goal
• Restore normal service operation as quickly as
  possible and minimize adverse impact on business
  operations
• Basically this means using all available
  resources to get the user back to a productive
  state as quickly as possible

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Incident Management

• Benefits
• Minimize the disruption and downtime for our
  users
• Maintain a record during the entire Incident
  life-cycle. (This allows any member of the
  service team to obtain or provide an up-to-date
  progress report no dropping through the cracks)
• Building knowledgebase of known issues to allow
  quicker resolution of frequent Incidents
• Proactively watch incident trends so we can
  eliminate the problems!

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Incident Management

• How we are implementing
• Tiger Tracks project focused on tool for
  integrated ITSM
• Selected Numara Footprints 8.0
• Standard approach for all users of the system
• Following ITIL V3 best practices
• Target August 08 go-live for incident request
• Current status
• Develop incident mgmt roll-out phases
  implementation play books as well as tool
  training

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Definitions

• Incident - any event which is not part of the
  standard operation of a service and which causes,
  or may cause, an interruption to, or a reduction
  in, the quality of that service
• Service Request - request for increased
  functionality for new services, not a failure in
  the IT infrastructure.

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Incident Lifecycle
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Classifying TicketsWhats a CTI?

• C Category
• T Type
• I Item
• CTIs are how we categorize incidents requests
• Incident Example Request
  Example
• Messaging (Service Category) Messaging (Service
  Category)
• Exchange (Type) Exchange (Type)
• Cant see my inbox
  Request a new Exchange Account

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Why are they important?

• CTIs contain all the business logic for support,
  routing, and resolution in a timely manner

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How do you determine the Business Logic for
CTIs?

• Think about.
• IUP
• Impact Urgency Priority

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I

• Impact is defined as the number of people
• affected by a service outage.
• Standard One customer affected, where no
  executive or executive staff are involved.
• High Several customers are affected, or an
  executive or executive staff are involved.
• Urgent Whole organization, complete department
  or building affected, or mission-critical systems
  affected.

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U

• Urgency is defined as the affect of the event on
  a customers ability to work. This is not to be
  confused with how urgent the requestor believes
  the incident to be.
• Standard Ability not impaired, the customer is
  requesting extra or additional functions or
  services (a service request).
• High Abilities are partially impaired, and
  customers cannot use certain functions or
  services.
• Urgent Abilities are completely impaired and
  customers cannot work.

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IUP Priority based on Impact and Urgency

• Standard Work to be completed in 3 business
  days.
• High Work to be completed in 8 work hours.
• Urgent Work to be completed in 4 work hours.

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CCIT IM Metrics for 0809

• Urgent Priority Tickets Meet our target 90 of
  the time
• High Priority Tickets Meet our target 80 of
  the time
• Standard Priority Tickets Meet our target 70
  of the time

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What will help us meet our targets?

• Escalations
• Escalations will send email notifications upwards
  to management, prior to the SLA being breached
• Serves as a trigger to get more help to resolve
  issues
• Reports
• Reporting will provide insight to recurring
  incidents enable us to watch for trends
• Will show us how well were doing in meeting our
  targets and where we need to improve

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Questions?

• itsmo_at_clemson.edu