Incident Management Procedures

Automated Call Distributor

Change Advisory Board

CompuCom

Configuration Items

Configuration Management Database

Information Technology

Major Incident Coordination

Major Incident Coordination

Onsite Program Executive

Quality Assurance

Root Cause Analyses

Service Desk

Service Level Agreement

Service Level Report

Subject Matter Experts

Work Instruction Document

An incident is an unplanned interruption to an IT Service or a reduction in the Quality of an IT Service. Failure of a Configuration Item that has not yet impacted Service is also an Incident. For example Failure of one disk from a mirror set.

Incident Management is the Process responsible for managing the Lifecycle of all Incidents. The primary Objective of Incident Management is to return the IT Service to Users as quickly as possible

A known error is a problem that has a documented root cause and a workaround. Known errors are created and managed throughout their lifecycle by problem management. Known errors may also be identified by development or by hardware/software suppliers.

This is a database containing all known error records. This database is created by problem management and used by incident and problem management

A level of service characterized by initial client contact at a Service Desk with an attempt to resolve an incident based on personal knowledge or information from a knowledgebase or documentation, collection of client and information in a tracking system.

A level of service characterized by the escalation of an incident to the next level for resolution by a more experienced associate or technician where Level 1 Support efforts have been completed. If Level 2 Support is unable to resolve the incident or procedures indicate escalation to Level 3 Support, the actions taken are documented and the incident escalated to Level 3 Support. If Level 2 Support resolves the incident, actions taken and resolution of the incident are documented in the tracking system.

A level of service characterized by the escalation of an incident for resolution by the most expert associate or technician where Level 2 Support efforts have failed to provide a resolution. The actions taken and resolution of the incident are documented in the tracking system.

The highest Category of Impact for an Incident. A Major Incident results in significant disruption to the Business.

A Problem is the cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created, and the Problem Management Process is responsible for further investigation.

Problem Management is the Process responsible for managing the Lifecycle of all Problems. The primary Objectives of Problem Management are to prevent Incidents from happening, and to minimize the Impact of Incidents that cannot be prevented.

The Service Desk is the single Point of Contact between the Service Provider and the Users. A typical Service Desk manages Incidents and Service Requests, and also handles communication with the Users.

An SLA is an Agreement between an IT Service Provider and a Customer. The SLA describes the IT Service, documents Service Level Targets, and specifies the responsibilities of the IT Service Provider and the Customer. A single SLA may cover multiple IT Services or multiple Customers.

A Service Request is a request from a User for information, or advice, or for a Standard Change or for Access to an IT Service. For example to reset a password, or to provide standard IT Services for a new User. Service Requests are usually handled by a Service Desk, and do not require an RFC to be submitted.

Form, or screen, used to record details of a request for Change to any CI within an infrastructure or to procedures and items associated with the infrastructure