IT Incident Management Checklist
IT Incident Management Checklist
IT Incident Management Checklist
Incident management
Logging an Incident
Channels
Activate the service desk mobile app to enable users to raise tickets and
agents to handle these tickets even when on the move.
Why? - Multi-channel support expands the scope of being available anytime and
accessible from anywhere
User management
Managing users’ profile including agents & requesters can be done either
manually or automatically using one of the following ways:
Classifying an Incident
Form customization
Customize incident form template to capture the right information.
Why? - Improves FCR, reduces back & forth interactions and identifies the right
agent/group to whom the ticket should be assigned.
Auto-assignment
Automate ticket classification & assignment based on ticket properties
using workflows.
Priority matrix
Deciding impact (the effect an incident will have on service levels) and urgency
(used to determine how soon an incident should be resolved) determine the
priority of a particular ticket.
Let end users input impact & urgency values at the time of reporting a
ticket. Priority matrix definition decides the priority of a ticket based on
these two values.
Why? - Assigning the right priority to tickets has a direct impact on meeting the
SLA and addressing business critical issues on time.
Investigation and diagnosis
CMDB
Associate the right CI (asset) to the ticket, which is causing the incident or
being impacted. This gives a better context during incident handling.
Why? - This helps in analysing the root cause and reducing MTTR
Knowledge base
Integrate knowledge management within incident management to prompt
solution articles at the right time.
Resolution
Automate email notification that has to be triggered to end user once issue
is ‘Resolved’.