Incident Management

Jul 16, 2024

Incident Management Lecture

Introduction

  • Presenter: Saya
  • Topic: Incident Management and Major Incident Management (MIM)
  • Purpose: Informative video for friends and colleagues

What is ITIL?

  • Acronym: Information Technology Infrastructure Library
  • Definition: Detailed practices framework within IT Service Management (ITSM)
  • Goal: Align IT services with business needs

ITIL Life Cycles

  1. Service Strategy
  2. Service Design
  3. Service Transition
  4. Service Operation (Includes Incident Management)
  5. Continual Service Improvement

Service Operation

  • Processes:
    • Event Management
    • Incident Management
    • Problem Management
    • Access Management
    • Identity Management

Incident Management

Objective

  • Goal: Minimize adverse business impact due to unplanned IT service interruptions

Definition of Incident

  • Incident: Unplanned interruption to an IT service that causes degradation of service

Problem Management

  • Problem: Underlying cause of an incident
  • Types: Proactive and Reactive

Change Management

  • Change: Any addition, modification, or deletion of an IT Configuration Item (CI)

Incident Management Workflow

  1. **Reporting: **
  • Users call Service Desk or automated Event Management tools
  • Event types: Informative, Warning, Exceptions
  1. Service Desk Process:
  • Identify if it's an incident or service request
  • Log, categorize, and prioritize the ticket
  1. Categorization:
  • Hardware or software & urgency
  • Reference to Service Catalog
  1. Prioritization:
  • Based on impact and urgency
  • Priority levels: P1 (Critical), P2, P3, P4 (Low), P5 (Planning)
  1. Initial Diagnosis:
  • Troubleshoot functional and hierarchical escalations
  1. Major Incident Management (MIM):
  • Check for Disaster Recovery (DR)
  • Notify stakeholders
  • Root Cause Analysis (RCA)
  1. Incident Resolution and Closure:
  • Restore service
  • Validate user satisfaction
  • Official closure and documentation

Major Incident Management (MIM) Process

Key Elements

  1. Disaster Recovery
  2. Stakeholder Notification
  3. Root Cause Analysis (RCA)
  4. Plan of Action: Always have Plan A and Plan B

Butterfly Diagram (Butterfly Effect)

  • Steps:
    1. Understand the issue
    2. Assess the impact (Critical, High, Medium, Low)
    3. Identify teams required
    4. Initial Investigation
    5. Troubleshooting
    6. Make a Plan (A & B)
    7. Execute the plan
    8. Validate the fix
    9. Closure (Document and finalize)
  • Escalation Matrix: Functional and Hierarchical

Conclusion

  • Importance of Communication: Establish authority on the call, be clear
  • Tips:
    • Give clear timelines
    • Note down key points and summarize
    • Include Plan B in all planning stages

Summary

  • Key Points: Incident Management, ITIL framework, MIM process, Butterfly Diagram
  • Tips: Establish yourself early on the call, use direct names, clear and effective communication

Note: Refer to the video for visual representation of the processes and diagrams.