Join Mark Thomas for an in-depth discussion in this video Key concepts of incident management, part of Cert Prep: ITIL Foundations.
- Okay, still in incident management, remember some of the things we talked about here, we can find out about incidents from events, from calls to the service desk and so on. So, a couple of key concepts we want to make sure we hit is, the first one is time scales, and because this is a customer facing process, we want to ensure that the time scales we have identified for our process models, are really in line with our Service Level Agreements. And so we have a Service Level Agreement, we talked about these in service level management. We also may have Operational Level Agreements, internal to the organization.
We may have Underpinning Contracts with suppliers that are required for us to be able to restore services as quickly as we can. Be very aware of what the time scales are, and those time scales might be for different steps or different activities, and the escalation procedures, how long you have before a certain escalation takes place, and so on. But at the end of the day, you want to make sure that, based on your prioritization schema that you might have, there might be different time scales around. So, you may look at that urgency and impact, we talked about as one of our general subjects earlier.
That helps us determine what the priority is, and the priority, we may have a priority table, and each one of those different types of priorities may have time scales associated with them. One of the higher level, or higher rated, priorities might be at its higher level P1, or what we might call a major incident, at its very highest priority level. Now these major incidents, typically, are those incidents that aren't just one call coming into the service desk. It's 50 calls coming into the service desk.
Now, could be one call, but it's one big call, so organizationally you have to determine what you mean by a major incident. There is a separate process model for major incidents. We handle them differently than we would an incident for a simple PC type of issue, okay? This is usually, it's department, organizational wide, there is a major business, piece of business functionality, a major service that is not performing that we have to quickly attack, and be able to restore that service.
Because remember the goal is to restore service as quickly as possible. So there's major, there's major incidents have to have a separate process in which you have a different model to help you track those things, okay? So when you start looking at status tracking, some of the things you might want to have, is you could have a status of saying Open Status. So I might want to query my tool, and say tell me all of the tickets I have today in Open Status. Or maybe I want to have some In Progress, might be another status you might be interested in.
Resolved, and then finally we have Closed. This is not a standard that you have to follow, you may your own types of statuses in those. Again, those statuses can be further broken down into category, sub category. It can be broken down into priority, it could be broken down into customer. It helps you really understand and do some analysis on the tickets, on the incident tickets that you're handling.
Now, we've got this next thing called Incident Models, and that will be the subject of the next video.
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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