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Establish a Right-Sized Incident Management Process

Resolve service issues faster and more successfully.

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Your Challenge

  • Service restoration for incidents is too slow.
  • Incident treatments and attempts at service restorations do not completely resolve the issue.
  • Service disruptions and outages are prolonged due to an informal and inefficient Incident Management process.
  • Confusion and mismanagement of critical incidents prolong service impacting outages that dramatically undermine the operational abilities of the organization.

Our Advice

Critical Insight

  • ITIL’s Incident Management process is not a one-size-fits-all framework.
  • Adapt your Incident Management roadmap and develop a process that is right for your organization.
  • A right-sized process, not the most complex process, will allow you to experience the strongest returns.

Impact and Result

  • Service outages and disruptions will have smaller organizational impact as a result of more targeted and efficient Incident Management.
  • Develop a strong Incident Management process that will prepare your staff to manage all incidents that could be experienced within IT Infrastructure or Applications.

Research & Tools

1. Make the case for a right-sized Incident Management process

Determine what target state best fits the organization considering its level of investment and staff capabilities.

2. Identify process gaps

Assess process completeness and determine what areas will require process improvement efforts and investments.

3. Conduct intake and initial triage

Select incident detection practices and develop a knowledgebase.

4. Develop classification and escalation procedures

Establish an incident prioritization scheme and identify incident escalation paths and time frames.

5. Establish investigation, diagnosis, and resolution procedures

Formalize a right-sized process for Incident Management and document it in a Standard Operating Procedure.

6. Manage critical incidents

Establish a specific set of procedures for managing critical incidents.

7. Build an action plan

Develop and formalize a roadmap to launch the process and achieve your target state.

Guided Implementations

This guided implementation is a five call advisory process.

Call #1 - Perform a gap analysis

Interpret your gap analysis and process maturity results. Review and discuss your current procedures and discuss how these practices compare to your identified target state and desired performance level.

Call #2 - Develop classification and escalation procedures

Develop your organization’s classification and escalation procedures. Discuss your organization’s current or planned categorization scheme, prioritization scheme, and the escalation paths that will be used to investigate incidents. Identify how your current ITSM tool aligns with these desired classification and incident escalation activities.

Call #3 - Establish investigation, diagnosis, and resolution procedures

Conduct strong incident investigation, diagnosis, and resolution procedures. Discuss the procedures that will manage your incidents from investigation all the way to resolution.

Call #4 - Manage critical incidents

Effectively manage your critical incidents. Review and discuss your current critical incident procedures and identify the new procedures and results desired by the organization. This discussion will focus on staff engagement procedures, a communication plan, coordination with Change Management, and post-mortem meetings.

Call #5 - Develop an action plan

Develop an Action Plan for your Incident Management process. Use your process roadmap and section reviews to develop an action plan and implementation strategy for your Incident Management process.

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Module 1: Make the Case for a Right-Sized Incident Management Process

The Purpose

  • Identify Incident Management pain points.
  • Define your Incident Management process.

Key Benefits Achieved

  • Understanding of the objectives and focus points of the workshop.

Outputs

Activities:

1.1

Define workshop objectives

  • Formalized workshop objectives
1.2

Define pain points

  • Identified pain points
1.3

Define Incident Management

  • Incident Management definition

Module 2: Perform a Gap Analysis

The Purpose

  • Determine your Incident Management process maturity.
  • Identify the organization’s Incident Management target state.
  • Perform a current state and gap analysis assessment.
  • Identify Incident Management roles and responsibilities.

Key Benefits Achieved

  • Determine your process gaps and target plans for your right-sized Incident Management.

Outputs

Activities:

2.1

Conduct a maturity assessment

  • Maturity assessment
2.2

Select your target state

  • Target state
2.3

Perform a gap analysis

  • Gap analysis
2.4

Identify roles and responsibilities

  • Roles and responsibilities

Module 3: Design Your Incident Management Process

The Purpose

  • Develop procedures for successful end-to-end management of incidents.
  • Determine methods and tools for investigating incidents.
  • Plan course of action for managing incident outcomes.

Key Benefits Achieved

  • Documented procedures for:
    • Incident intake
    • Classification
    • Escalation
    • Investigation and diagnosis
    • Resolution
    • Understanding of knowledgebase opportunities
    • Initial triage
  • Identification of incident investigation methods and diagnostic tools.

Outputs

Activities:

3.1

Define SOPs for each phase of Incident Management.

  • SOPs for: incident intake, initial triage, classification, escalation, investigation and diagnosis, and resolution.
3.2

Determine knowledgebase capabilities.

  • Knowledgebase Action Plan
3.3

Plan incident investigation methods.

  • Investigation methods and tools
3.4

Determine investigation tools.

3.5

Define the coordination between Incident and Change Management during incident resolutions.

Module 4: Plan Your Critical Incident Process

The Purpose

  • Determine how your organization will manage critical incidents.
  • Develop procedures for managing critical incidents.
  • Identify staff engagement and resourcing plans.
  • Develop a post-implementation review process.

Key Benefits Achieved

  • More effective management of critical incidents:
    • Faster response times.
    • Reduced confusion and more decisive decision making.
  • Shorter outages and reduced organizational impact from critical incidents.

Outputs

Activities:

4.1

Develop SOPs for critical incidents.

  • Completed SOPs for critical incidents
  • Process for managing critical incidents
4.2

Create a resource engagement plan.

  • Formal resource engagement plan
4.3

Establish post-mortem reviews.

  • Post-mortem review process

Module 5: Build an Action Plan

The Purpose

  • Plan and finalize a roadmap for implementing and optimizing a right-sized Incident Management process.
  • Establish KPIs and metrics for monitoring your process.

Key Benefits Achieved

  • A plan for implementing your designed Incident Management process.
  • Identification of KPIs and metrics to ensure process adherence and improved service performance.

Outputs

Activities:

5.1

Develop your Incident Management roadmap.

  • Formal action plan and roadmap
5.2

Determine process KPIs.

  • Identified Incident Management KPIs

Search Code: 75236
Published: June 24, 2014
Last Revised: June 24, 2014