Establish a Right-Sized Incident Management Process
Resolve service issues faster and more successfully.
RETIRED CONTENT
Please note that the content on this page is retired. This content is not maintained and may contain information or links that are out of date.An ad hoc or poorly designed Incident Management process can cause your organization to experience:
- Slow incident resolutions that prolong service outages.
- Poor incident resolutions that cause additional outages and lost productivity.
- Low user satisfaction with IT services.
- Limited functionality and usability of IT services.
- Mismanagement of critical incidents that leave the organization vulnerable and subject to damaging outages and service gaps.
A right-sized Incident Management process will allow your organization to experience:
- A streamlined Incident Management process that enables faster resolutions.
- Improved incident resolution performance.
- Reduction in wasted time and process inefficiencies.
- Low support costs.
- Faster detection and triage to incidents.
- Less redundancy and rework.
- Successful management of critical incidents.
- Improved availability and performance of IT services.
- Improved customer satisfaction.
Book Your Workshop
Onsite Workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn’t enough, we offer low-cost onsite delivery of our Project Workshops. We take you through every phase of your project and ensure that you have a road map in place to complete your project successfully.
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.
| Activities: | Outputs: | |
|---|---|---|
| 1.1 | Define workshop objectives |
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| 1.2 | Define pain points |
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| 1.3 | Define Incident Management |
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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.
| Activities: | Outputs: | |
|---|---|---|
| 2.1 | Conduct a maturity assessment |
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| 2.2 | Select your target state |
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| 2.3 | Perform a gap analysis |
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| 2.4 | Identify roles and responsibilities |
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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.
| Activities: | Outputs: | |
|---|---|---|
| 3.1 | Define SOPs for each phase of Incident Management. |
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| 3.2 | Determine knowledgebase capabilities. |
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| 3.3 | Plan incident investigation methods. |
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| 3.4 | Determine investigation tools. |
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| 3.5 | Define the coordination between Incident and Change Management during incident resolutions. |
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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.
| Activities: | Outputs: | |
|---|---|---|
| 4.1 | Develop SOPs for critical incidents. |
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| 4.2 | Create a resource engagement plan. |
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| 4.3 | Establish post-mortem reviews. |
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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.
| Activities: | Outputs: | |
|---|---|---|
| 5.1 | Develop your Incident Management roadmap. |
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| 5.2 | Determine process KPIs. |
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