This document describes the Incident Management Process as implemented in Company ICT Department.
The Service Desk/Incident Management Process ensures a quick recovery of service degradations to the agreed service level for all Europe/Headquarters employees. The Service Desk carries out the first-line activities and provides a single point of contact for all these customers.
The purpose of the Incident Management Process is to restore normal service as quickly as possible and minimize the adverse impact on business operations, thus ensuring the best possible levels of service quality and maintaining availability. This document is a reference for anyone who is assigned to or responsible for shaping the process of Incident Management in Company ICT Department.
3.1 Relations with other processes
|Call in CMDB||Configuration Management||Registered call|
|Incident in CMDB||Problem Management||Known errors|
|Incident in CMDB||Problem Management||Non-standard RFC|
|Service Catalogue||Service Level Management||Scope of service|
|Customer Survey||Service Level Management||Measurement of service quality|
|Incident in CMDB||Availability Management||Availability report|
3.2.1 Procedure Detect Call
This paragraph and its sub-paragraph describe the ‘detect call procedure’ of the Incident Management Process.
The customer asks for service by phone, e-mail or a personal visit to the Company Service Desk. The Service Desk employee answers the phone, handles the e-mail or attends the customer at the desk.
The Service Desk employee checks the Service Catalogue to see if this is a service within the scope of the Company ICT department. If this is not the case he/she informs the customer and registers the call as a query call. If the service request is within the scope of the Company ICT department, the ‘detect call’ procedure ends.
3.2.3 Activities and decisions
|013.2.1||Demand for service.||Customer|
|013.2.2||Answering the phone, handling the e-mail or attending the customer at the desk.||Service Desk employee|
|013.2.3||Check the Service Catalogue.||Service Desk employee|
|013.2.4||Inform customer and register a query call||Service Desk employee|
At the end of the ‘detect call procedure’ the registered query call and accepted service requests within scope flow back into the Incident Management Process.
3.3 Procedure Service Request
This paragraph and its sub-paragraph describe the ‘service request procedure’ of the Incident Management Process.
At the beginning of the ‘service request procedure’ the Service Desk employee checks if the service request contains an internal call. If so, he/she registers an internal call and routes the call to the right sub-department within the Company ICT department. This department handles the internal call.
If the service request contains no internal call, the Service Desk employee checks if it contains a complaint. If this is so, he/she registers the complaint and routes the call to the right sub-department within the Company ICT department. This department handles the complaint call. After that the call has to be updated and routed towards the Service Desk.
If the service request contains none of the above the service request procedure ends and the change management process begins.
3.3.2 Activities and decisions
|013.4.2||Check if the service request is an internal request.||Service Desk employee|
|013.4.3||Register and assign internal call||Service Desk employee|
|013.4.4||Handle internal call||ICT-employee|
|013.4.6||Update and route the call.||ICT-employee|
|013.4.6||Check if the service request is an emotional negative feedback on delivered service.||Service Desk employee|
|013.4.7||Register and assign complaint call||Service Desk employee|
|013.4.8||Handle complaint call||Teamleader Service Desk|
At the end of the ‘service request procedure’ the following calls remain:
Registered and processed internal calls registered and processed complaint calls. These calls flow back into the Incident Management Process. The other service requests flow into the Change Management Process.
3.4 Procedure register and assign incident/advise
This paragraph and its sub-paragraph describe the ‘register and assign the incident/advise procedure’ of the Incident Management Process.
At the beginning of this procedure the Service Desk employee only receives incident or advice requests. These requests are registered in the Service Desk Tool (CSDM). In the next procedure step the Service Desk employee has to set the priority. For a high solving rate at the Service Desk the employee has to check the Problem Database and the Known Error Database to see if he/she can solve the call at the first contact. If this is the case the ‘register and assign procedure’ ends. If the symptoms are not mentioned in the databases, the registered calls with set priority have to be assigned to the ICT department within Company which is delegated to handle the call.
3.4.3 Activities and decisions
|013.5.1||Incident and Advise Requests||Customer|
|013.5.2||Register incident/advise request in tool||Service Desk employee|
|013.5.3||Set priority||Service Desk employee|
|013.5.4||Check PDB and Known Error Database||Service Desk employee|
|013.5.5||Assign incident/advise call to the right ICT-department||ICT-employee|
At the end of the ‘register and assign the incident/advise procedure’ the registered and assigned incidents/advice calls remain. They flow back into the Incident Management Process.
3.5 Procedure analyse and solve the incident/advise
This paragraph and its sub-paragraph describes the ‘analyse and solve the incident procedure’ of the Incident Management Process.
At the beginning of this procedure the Service Desk employee only receives incidents or advises. The Service Desk employee checks if the incident/advice call is properly registered. If this is not the case, the Service Desk employee takes action to gather the missing information and gives feedback to his/her colleague who has logged the call. If the call is logged properly the Company ICT employee checks to see if the call concerns a problem. Therefore he/she checks the problem database. If this is not the case, he/she checks if the call concerns a known error. If the call is a problem or known error the ICT employee has to match it to the call. After that he/she checks if the department to whom the call has been assigned can apply the workaround. If this is the case he/she applies the workaround and updates the call.
If the call doesn’t concern a problem or known error, he/she has to check if a workaround can be created within the cycle time of the call. If this is the case, a workaround can be created and applied and the call can be updated. If the workaround can not be created within cycle time, the Company ICT employee has to escalate the call to the Incident Manager. After the escalation a workaround has to be created and applied and the call has to be updated.
The last step is to check if the incident/advice is solved by the workaround. Therefore the call has to be assigned to the Service Desk employee. If this is not the case, the procedure flows back to 013.6.6.
3.5.2 Activities and decisions
|013.6.1||Incident or advise call registered in Service Desk tool.||Customer|
|013.6.2||Check if the call is properly logged.||ICT-employee|
|013.6.3||Take action to complete the call and give feedback to colleagues.||ICT-employee|
|013.6.4||Check if the call is a problem.||ICT-employee|
|013.6.5||Check if the call is a known error.||ICT-employee|
|013.6.6||Check if a workaround can be created within cycle time.||ICT-employee|
|013.6.7||Escalate if the workaround can not be created within cycle time of the call.||ICT-employee|
|013.6.8||Create a workaround.||ICT-employee|
|013.6.9||Link the workaround to the call.||ICT-employee|
|013.6.10||Check if the department, which has to handle the call, can apply the workaround.||ICT-employee|
|013.6.11||Apply the workaround.||ICT-employee|
|013.6.12||Assign the call.||ICT-employee|
|013.6.13||Update the call.||ICT-employee|
|013.6.14||Assign the call||ICT-employee|
|013.6.15||Check if the incident/advice is solved by the workaround.||ICT-employee|
|013.6.16||Update the call.||ICT-employee|
|013.6.17||Update the call.||ICT-employee|
At the end of the ‘analyse and solve the incident procedure’ the processed incident and advice calls flow back into the Incident Management Process.
3.6 Procedure check customer’s satisfaction
This paragraph and its sub-paragraph describe ‘the check customer’s satisfaction procedure’ of the Incident Management Process.
The Service Desk employee receives all processed calls. These calls concern processed incidents, advice (or queries), complaints, non- and standard RFC’s. To see if the service delivered is the same as the expectations of the customer, the Service Desk employee has to check if the customer is satisfied with the delivered service. If the customer is not satisfied the Service Desk employee has to check if the customer wants to file a complaint. If this is the case, he/she updates the call. After that the ‘service request’ procedure begins for handling the complaint and the ‘close the call’ procedure’ begins for closing the call.
If the customer doesn’t want to file a complaint, the Service Desk employee checks if the customer wants the call to be handled again. If this is the case the call flows back into the ‘detect call’ procedure. If the customer doesn’t want the call to be handled again, the ‘check customer’s satisfaction procedure’ ends.
3.6.2 Activities and decisions
|013.7.1||Processed calls||Service Desk employee|
|013.7.2||Check if the customer is satisfied with the delivered service.||Service Desk employee|
|013.7.3||Check if the customer wants to file a complaint||Service Desk employee|
|013.7.4||Check if the customer wants the call to be handled again||Service Desk employee|
|013.7.5||Update the call||Service Desk employee|
At the end of the ‘check customer’s satisfaction’ procedure’ the verified calls remain. These verified calls flow back into the Incident Management Process.
3.7 Procedure close the call
This paragraph and its sub-paragraph describe the close the call procedure of the Incident Management Process.
The Service Desk employee receives all processed calls except the non-standard change calls. These calls are all verified and the customer is satisfied about the delivered service. Before closing, the Service Desk employee has to check if the call is properly logged. The main reason for doing this is that the reports that are generated contain the correct information. If the call is not logged properly, he/she takes action to log the call properly. Then he/she sees if there is info in the call that needs to be shared within the ICT department. This info enables the ICT department to learn from experience. Finally the Service Desk employee closes the call.
3.7.2 Activities and decisions
|013.8.1||Verified calls except non-standard change calls||Service Desk employee|
|013.8.2||Check if the call is properly logged||Service Desk employee|
|013.8.3||Take action to log the call properly||ICT-employee|
|013.8.4||Check if the call contains info that needs to be shared||Service Desk employee|
|013.8.5||Share the info||Service Desk employee|
|013.8.6||Close the call||Service Desk employee|
At the end of the ‘close the call’ procedure’ the verified calls are closed. These closed calls are input for the Quality of Incident Management Report which is delivered ever month or so and can be input for the other ITIL processes.
3.8 Procedure monitor cycle time incident and advice calls
This paragraph and its sub-paragraph describe the ‘monitor cycle time incident and advice calls’ procedure of the Incident Management Process.
At the beginning of the ‘monitor cycle time incident and advise calls’ procedure the Incident Manager has to update the overview of open incident and advice calls which are routed over the ICT department. Then the statuses of the open calls are checked. This is a way to check if the calls can be closed within cycle time. If this is not the case the Incident Manager takes action to close the call within cycle time. This can be done by escalation.
3.8.2 Activities and decisions
|013.9.1||Open incident and advise calls||Incident Manager|
|013.9.2||Update the overview of open incident and advise calls||Incident Manager|
|013.9.3||Check the status of open incident and advise calls||Incident Manager|
|013.9.4||Take action to close the call within cycle time||Incident Manager|
At the end of the ‘monitor cycle time incident and advice calls’ procedure the open incident or advice calls are monitored. This procedure is frequently done on a time basis. This procedure ensures the monitoring of calls and is main target of the Incident Management Process.
This document is in IMS, under IMS Document control. It will be reviewed by the Incident Manager each year.
This document will be archived in the ICT department part on a Network share, endlessly, the Service Level Manager being the responsible person in this aspect.
Documents which arise during processing are the responsibility of the Incident Manager. He will archive all documents in the ICT department part on a Network share, endlessly.
6 Related Quality documents
C.I. = Configuration Item, in this context we mean: Hardware components, software components, network components, documentation i.e. process and procedures descriptions, work instructions, service catalogue, service level agreements and manuals.
C.M. = Complaint Management
C.M.D.B. = Configuration Management Database
C.S.D.M. = Customer Service Data Base (Helpdesk Administration Tool)
C.T. = Cycle Time
I.C.T. = Information and Communication Technology
I.C.T.-infrastructure = The whole of hardware, software, data-communication facilities and the appropriate procedures and documentation to make service delivery possible.
I.M.S. = Information Management System
I.T.I.L. = Information Technology Infrastructure Library
P.D.B. = Problem Data Base (Known Problems)
R.F.C. = Request For Change
S.L.A. = Service Level Agreement.