• Inok Systems

Incident Management under the Magnifying Glass

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Incident Management's workflow is simple!  Customer calls the helpdesk, helpdesk logs a ticket, assigns it to onsite engineers, engineer goes onsite to help customer resolve the problem.  What’s there more to talk about? 

Such statements are not wrong and genuinely reflects the overall picture, but anyone who has real job experience with this workflow will tell you there is a lot more to that, and a good management tool is really important in an organization. 

Here are some of the areas to look out for when you put the whole flow under a magnifying glass:

(will be posted in separate/future blogs)

A. The priority field and the story behind it

B. SLA - what it means

C. Assignees – whose job is this?

D. Categorizing your tickets (SCIM)

E. Reports, the real advantages it can bring

F. Service request and Incident separate them!

Random Blogpost

1. Identify the issue

Be a good listener and try to understand customer's issue clearly, and ask yourself several question below:

- What trigger the issue?
- Is this issue specific to this customer, or happens to other customers as well
- Is the issue is a known issue?
- What is the impact of this issue to the customer?

After you identified the issue, summarize the issue to the customer to have the same understanding about the issue the customer have.

2. Analyze the issue

Check if there's other similar issue reported? analyze the data and try to replicate the issue to see if the issue really exists.

3. Generate possible solutions

Once you have identified and analyze the issue, it is time to brainstorm possible solutions.
While going through this brainstorming process, generate a list of possible solutions.

4. Evaluate each solution and select the most appropriate

Once you have identified possible solutions, evaluate the plus and minus of each solution, then select the most appropriate solution.
You can evaluate the most appropriate solution based on these factor below:

- Cost to implement the solution
- Resource to implement the solution
- Time to implement the solution
- Risk and impact

5. Plan and implement the solution

Inform your customer about the detail plan of your solution, and how it wil be implemented including the roll back plan.
During the implementation it is important to continually check in on your progress to ensure that you are still on track.

6. Analyze the results

Once you have finished the implementation process, you should analyze the results, and ask the customer if the solution satisfied and meet their expectations.