Incident Management Procedure
Incident is an unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a configuration item that has not yet impacted service is also an incident, for example failure of one disk from a mirror set.
Incident Management is the process for dealing with all incidents; this can include failures, questions or queries reported by the users, by technical staff, or automatically detected and reported by event monitoring tools.
The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.
CONTENT
1. OVERVIEW
1.1 PROCEDURE OWNER
1.2 CLASSIFICATION
1.3 APPLICABLE REGULATIONS
1.4 RELATED [COMPANY] NORMS AND PROCEDURES
1.5 OBJECTIVES
1.6 AUDIENCE AND SCOPE
1.7 DOCUMENT SUPPORT
2. DEFINITIONS & ABBREVIATIONS
3. CONCEPTS
3.1 TIMESCALES
3.2 INCIDENT MODELS
4. PROCESS ACTIVITIES, METHODS AND TECHNIQUES
4.1 INCIDENT IDENTIFICATION
4.2 INCIDENT LOGGING
4.3 INCIDENT CATEGORIZATION
4.4 INCIDENT PRIORITIZATION
4.5 INITIAL DIAGNOSIS
4.6 INCIDENT ESCALATION
4.7 INCIDENT OWNERSHIP
4.8 INVESTIGATION AND DIAGNOSIS
4.9 RESOLUTION AND RECOVERY
4.10 INCIDENT CLOSURE
4.11 RULE FOR RE-OPENING INCIDENT
4.12 METRICS AND REPORTING
5. EXCEPTIONS
6. FINAL CONSIDERATIONS
6.1 DISCIPLINARY ACTIONS AGAINST PROCEDURE VIOLATION
6.2 DOCUMENT REVISION
Pages: 13
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