Incident Management Process

Axios Systems

www.axiossystems.com
Axios Systems

www.axiossystems.com
 assyst Solution
Incident Management Process
Axios Global Services

DOCUMENT CONTROL

Document Name Incident Management Process

Author Axios Systems

Version Date Description Update By

0.1 April 14, 2021 Base Document created Anwar Rahahleh

0.2 Sept 06, 2021 First Revision Mahmoud Y. Ighrieb

1.0 Sept 20,2021 Customer Version Mahmoud Y. Ighrieb

© Copyright Axios Systems 2021. All rights reserved.

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 assyst Solution
Incident Management Process
Axios Global Services

Table of Contents

2 Overview..................................................................................................................................4
3 Goals........................................................................................................................................5
4 Common assyst Terminology...................................................................................................6
5 Incident Management Process................................................................................................7
5.1 Overview....................................................................................................................................7
5.2 Incident Management Activities.................................................................................................8
5.2.1 1. Raise Incident...................................................................................................................9
5.2.2 2. Log Incident....................................................................................................................10
5.2.3 3. Classify...........................................................................................................................11
5.2.4 4. Diagnose........................................................................................................................12
5.2.5 5. Assign.............................................................................................................................13
5.2.6 6. Resolve...........................................................................................................................14
5.2.7 7. User Confirmation..........................................................................................................15
5.2.8 8. Close..............................................................................................................................16
5.2.9 9. Initial Assessment..........................................................................................................17
5.2.10 10. Re-assign......................................................................................................................18
5.2.11 11. Resolve.........................................................................................................................19
5.2.12 12. Need to Re-open..........................................................................................................20
5.2.13 User/System Updates........................................................................................................21
5.2.14 Monitoring and Reporting.................................................................................................22
5.2.15 Major Incident...................................................................................................................23
5.2.16 Service Request..................................................................................................................24

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 assyst Solution
Incident Management Process
Axios Global Services

2 Overview
This document contains an ITIL based Best Practice Incident Management Process for IT. This process
focuses on the primary Incident related activities that enable organizations to implement a cost-
effective Incident Management process.

This process can be extended or modified based on organizational specific goals and objectives.

This document is a reference document for both business and support staff so they understand the
Incident Management process. This is not meant to detail the operational procedures that will be
followed in support of this process.

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Incident Management Process
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3 Goals
The primary goal of Incident Management is to restore normal service as quickly as possible following an
incident (any interruption to IT services or reduction in the quality of services).

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Incident Management Process
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4 Common assyst Terminology

This section contains some common assyst terminology for terms that may be used in this document.
Term of Reference Description
Event Ticket.

This includes, but is not limited to Incidents, Problems, Changes,

Requests, Tasks, Decisions etc.
Parent Event Parent Ticket.

Tickets logged in assyst can have an associated assyst workflow/process.

In this situation the primary ticket is referred to as the Parent Event while
the child events are Tasks (or task type events).
assyst User assyst Users are the support staff, or service providers who are
responsible for delivering services to the business users (See Contact
Users).
Contact User Contact Users are the business users who receive or consume services.

In this document they are referred to as User.

Service Department Service Departments (SVDs) are the different service groups, or teams,
who will use assyst. This typically includes groups such as Service Desk,
Second Line Support groups (PC Support, Software Support, Network
Support), Asset Management and Change Management.
assyst Web This is the interface that support staff log into. This is more complex and
comprehensive that the “end-user” portal (assystNET).
assystNET This is the interface that Contact Users log into. This is often referred to
as the Self-Service Portal.
Event Monitor Event Monitors display a list of Events.
Item Monitor Item Monitors display a list of Items (CIs) from the CMDB.
Service Catalog The Service Catalog is the access point for logging new tickets.
Major Incident A Major Incident is an incident with high impact and/or that is likely to
impact many users.
Action A record of work done against an event. This is sometimes referred to as
a work log.

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Incident Management Process
Axios Global Services

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 assyst Solution
Incident Management Process
Axios Global Services

5 Incident Management Process

5.1 Overview
Figure 1 - Incident Management Process illustrates the overall Incident Management process. Each of
the activities in the process are detailed below.

Incident Management Process

Processes
ITIL
User/System

1. Raise
Incident User/System Updates

12. Need re-

Yes
open
Service Desk

No No
No

2. Log 4. 7. User
3. Classify Inc 5. Assign? No 6. Resolve? Yes Yes 8. Close
Incident Diagnose Confirm?

Yes
Re-Assign to Responsible Team
Yes
2nd /3rd Line

9. Initial 11.
10. Re-Assign? No
Assessment Resolve?

Re-Assign to Service Desk No

Manager
Incident

Monitoring & Reporting

Figure 1 - Incident Management Process

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 assyst Solution
Incident Management Process
Axios Global Services

5.2 Incident Management Activities

This section describes each of the primary process activities in the Incident Management Process.

The following information is provided for each activity:

 Purpose of the activity

 Participants in the activity
 Inputs
 Actions that are performed on the inputs
 Outputs

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 assyst Solution
Incident Management Process
Axios Global Services

5.2.1 1. Raise Incident

Purpose  Identify that an incident has occurred

Participant  User 
Alerting Tools 
IT Staff 
Supplier 
Inputs  Issue details 
Log error details 
Actions Identify incident 
Report incident
Outputs  Log via Self-Service Portal (assystNET)
Phone 
Email 
Walk-in

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 assyst Solution
Incident Management Process
Axios Global Services

5.2.2 2. Log Incident

Purpose  Capture the Incident details as a formal event

Participant  User (through assystNET)
IT Staff (Primarily Service Desk)
Alerting Tools (through APIs)
Inputs  Issue details including:
 Affected User
 Location (person’s location or location of Incident)
 Affected Service
 Asset details (if available and applicable to the issue)
 Nature of issue
 Details of the issue including:
o Error messages
o Anything they’ve already tried
o Impact
o Attachments/Screenshots
Actions Incident is logged
Outputs  Logged Incident
Email notification to the affected and reporting users
Notifications to the assigned user/team

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Incident Management Process
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5.2.3 3. Classify

Purpose  Initial classification of the incident to ensure it is logged correctly

Where possible classification will be done before any incident is logged so that the correct
ticket type, with supporting data is logged at the start.
Participant  Service Desk
Inputs  Issue details as described in Log Incident.

Knowledge Base

Peer knowledge

Major Incident Management Guidelines

Actions Inputs are reviewed and if appropriate the Major Incident or Service Request activities are
initiated.

If the issue has been logged as an incident and on classification this is identified as a
request the incident is closed, and the appropriate request is logged through the Service
Request activity.
Outputs  Incident with verified classification
Or
Major Incident activity initiated
Or
Service Request activity initiated

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5.2.4 4. Diagnose

Purpose  Identify the nature of the incident

Participant  Service Desk
Inputs  Issue details as described in Log Incident.

Knowledge Base

Peer knowledge

Major Incident Management Guidelines

Actions
Review incident details and try to match against Knowledge Base to make a diagnosis and
find a possible resolution
Outputs  Diagnosis results

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5.2.5 5. Assign

Purpose  Identify if the Incident needs to be assigned to 2 nd/3rd Line Team or Supplier

If the issue is raised through the Service Catalog, it may be directly assigned to a 2nd/3rd
Line Team or Supplier without the need for Service Desk intervention.
Participant  Service Desk
2nd/3rd Line Team
Inputs  Diagnosis results
Actions Assign Incident to required Service Department if required
Outputs  Incident assigned correctly for further progression
Notification to new assignees
Phone call to Supplier if Critical or High priority.

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5.2.6 6. Resolve

Purpose  Indicate the incident appears to be resolved.

Participant  Service Desk
Inputs  Resolution details including:
 Steps taken to resolve
 Knowledge Procedures used
 Communications with the user
Actions Take the resolution action on the incident and record:
 Resolution Details
 Cause Item
 Cause Category
Outputs  Resolved Incident

Notification to the Service Desk if the incident is assigned to them for User Confirmation.

Notification to the affected and reporting user (if any) indicating the resolution activities
and indicating the Incident will be closed if there is no feedback within X days.

Optional link to a customer Survey.

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Incident Management Process
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5.2.7 7. User Confirmation

Purpose  Proactive confirmation of the incident resolution.

This step should be performed for higher priority issues or unusual issues where the
resolver is not confident in the resolution steps.
Participant  Service Desk
Inputs  Resolved incident
Actions Contact customer to confirm resolution
Outputs  Incident ready for closure
Or
Need to Re-open activity initiated

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5.2.8 8. Close

Purpose  Perform final closure of the incident.

Once closed an incident should not be re-opened. If the issue recurs or was not properly
addressed a new incident should be opened.
Participant  Service Desk
System Automation
Inputs  Confirmation from the customer of correct resolution.
System automation detecting an incident that has been marked resolved for X days.
Actions Incident is closed with:
Confirmation information from the user
Or
System Automation time based closure information
Outputs  Closed incident

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Incident Management Process
Axios Global Services

5.2.9 9. Initial Assessment

Purpose  Initial Assessment of the incident by level 2/3 support teams to affirm the incident is
correctly assigned based on known information.
Participant  2nd/3rd Line Team (Service Department)
Inputs  Incident details and action history
Actions Review the incident details to confirm assignment.

Initiate Re-Assign activity if needed

Outputs  Incident assignment validated
Or
Incident re-assigned

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Incident Management Process
Axios Global Services

5.2.10 10. Re-assign

Purpose  Re-assign incident to the best Service Department to progress incident resolution.

If the best team can not be identified by the current assigned the incident should be re-
assigned to the Service Desk.
Participant  2nd/3rd Line Team
Inputs  Incident details

Knowledge Base

Peer knowledge
Actions Assign action taken with information on why the assignment is being done and if possible
suggested next steps.
Outputs  Re-assigned incident

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 assyst Solution
Incident Management Process
Axios Global Services

5.2.11 11. Resolve

Purpose  Indicate the incident appears to be resolved, pending configuration.

Participant  2nd/3rd Line Team
Inputs  Resolution details including:
 Steps taken to resolve
 Knowledge Procedures used
 Communications with the user
Actions Take the resolution action on the incident and record:
 Resolution Details
 Cause Item
 Cause Category
 Optional assignment to Service Desk if User Confirmation is required
Outputs  Resolved Incident

Notification to the Service Desk if the incident is assigned to them for User Confirmation.

Notification to the affected and reporting user (if any) indicating the resolution activities
and indicating the Incident will be closed if there is no feedback within X days.

Optional link to a customer Survey.

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Axios Global Services

5.2.12 12. Need to Re-open

Purpose  Re-open an incident that wasn’t correctly resolved.

Participant  Service Desk
User
Inputs  Information from the User about the remaining incident issues
Actions Re-open action is taken including details about remaining issues.
Outputs  Incident is re-opened
Diagnosis activity started

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Incident Management Process
Axios Global Services

5.2.13 User/System Updates

Purpose  Allow ongoing updates from system tools or the user with additional information to
facilitate incident resolution.
Participant  User
System Tools
Inputs  Emails
Updates actions through assystNET
New Actions recorded by system tools
Actions Incident updated with new information.
Assignee notified of new information
Outputs  Informed assignee
Updated incident

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Incident Management Process
Axios Global Services

5.2.14 Monitoring and Reporting

Purpose  Monitoring, manage and escalate Incidents during lifecycle

Participant  Team Leaders
Incident Manager
Inputs  Open Incidents
Actions Monitor Incident SLAs
Monitor Incidents with Suppliers (and Supplier UPCs)
Monitor Incidents being frequently Assigned
Capture if Incident was poorly logged and/or managed
Outputs  Escalate to appropriate people

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Incident Management Process
Axios Global Services

5.2.15 Major Incident

Purpose  Flag an Incident as a Major Incident

Participant  Service Desk Manager
Inputs  Incident identified as a Major Incident
Actions Major Incident action recorded against the incident.

Internal Major Incident procedures raised

Outputs  Incident marked as a Major Incident to enable taking Repeat Call actions against the
incident.

Major Incident procedure initiated.

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Incident Management Process
Axios Global Services

5.2.16 Service Request

Purpose  Initiate the Service Request process by end-user if a Service Request was incorrectly
recorded as an incident.
Participant  User
Inputs  Incorrectly logged issue
Actions Service Request is raised by End-User
Outputs  User notified if logging correction after incident closure

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