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About this PDF Version of Online Help
Contents
Incident Management user roles
8
Operator 8
Incident Analyst 8
Incident Coordinator 9
Incident Manager 10
Service Desk Agent 11
Service Desk Manager 12
Incident Management workflows and user tasks
13
Incident Logging (SO2.1) 15
Create a New Incident from a User Interaction 16
Create New Incidents from Monitoring System Notifications 17
Review and Update Incident Information 18
Incident Assignment (SO2.2) 19
Assign an Incident 20
Reassign an Incident 21
Incident Investigation and Diagnosis (SO2.3) 22
Change Incident Status to Pending User Information 22
Change Incident Status to Pending Vendor Investigation 23
Document an Existing Solution or Workaround in an Incident 24
Reject an Incident 24
Handle User Requests for Information 25
Incident Resolution and Recovery (SO2.4) 26
Test the Incident Resolution 27
Change Incident Resolution 27
Reassign Incident Resolution 28
Incident Closure (SO2.5) 29
Close an Incident 29
Close an Incident with an Associated Interaction or Event 30
Reject an Incident Resolution 31
Reject an Incident Resolution with an Associated Change or Service Request 31
Incident Escalation (SO2.6) 33
Open an Emergency Change for an Incident Escalation 35
Reassign an Incident for Additional Support 36
Service Level Agreement Monitoring (SO2.7) 36
Monitor Interaction Queue for Service Level Agreement Breaches 37 Monitor Interaction Queue for Potential Service Level Agreement Breaches 38
OLA and UC Monitoring (SO2.8) 39
Monitor OLA and UC Performance 40
Complaint Handling (SO2.9) 41
Handle Complaints 41
Open an incident 42
View clocks 43
View a list of services potentially affected by an outage 43
Apply a template to complete an incident 44
Access Incident Management views 44
Relate a record to an incident record 45
Update an incident 46
Resolve an incident 47
Add an attachment to an incident record 47
Open an attachment in an incident record 48
View the details of an attachment in an incident record 49
Delete an attachment from an incident record 50
Incident Management administration
51
Incident Management profile privileges and views 51
Add an Incident Management profile 51
Edit an Incident Management profile 52
Enable an Incident Management profile to use templates 53
Create a template to complete incident records 53
Assignment groups 54
Add an Incident Management assignment group 54
Incident Management environment record 55
Configure the Incident Management environment 55
Using mass update with Incident Management record lists 56
Update multiple incident records 56
Probable cause records 58
Create a probable cause record 58
Incident Management downtime records 60
Create a downtime record 60
Reset downtime 60
Category utility 61
Category tab 61
Formats tab 61
Add a new incident category 62
Create a subarea record 63
Delete an Incident Management category 63
Edit an Incident Management category 64
Close multiple incident records 65
Close an incident in two steps 66
Suspend an incident 67
Create a note 68
Incident Management overview
69
What is an incident? 69
View affected services of Incidents and Changes 69
Affected Item field in Incident Management 70
Submitting an incident 70
Activities section 71
Incident Details section 72
Related Records in Incident Management 73
SLA section 74
Hover-over forms for incident records 74
Alerts and escalation 75
Alerts and calendars 75
Reassignment alert groups 76
Categories 76
Categories and Incident forms 76
Incident Management categories 77
Adding a new category subform 77
Posting outages 78
Cause codes and probable cause 78
Incident Management summary link records 78
Incident Management and service level agreements 79
Incident Management macro list editor 79
Incident Management paging feature 79
Incident access control 80
Incident escalation: Functional escalation 80
Incident escalation: Hierarchic escalation 80
Incident audit trail 81
Incident updates: Incident diagnosis details 81
Incident logging: manual 81
Incident logging: templates and related incidents 82
Alerts and escalation 82
Field-level controls 83
Incident data model: Contact details 83
Incident data model: Incident source 83
Incident data model: Categorization 84
Incident data model: Priority 84
Incident data model: Priority calculation 85
Incident data model: Assignment 85
Incident data model: Symptoms 85
Incident data model: Status 85
Incident data model: Resolution 86
Incident data model: Closure 86
Incident and Service Request separation 86
Incident data model: Configuration Item details 86
Incident integration: Configuration Management system 87
Incident integration: Change Management 87
Incident integration: Incident matching with RFCs 87
Incident integration: Knowledge Management 87
Incident integration: Problem Management 88
Incident integration: Incident matching with Problem 89
Incident integration: Request Management 89
Incident integration: Service Level Management 90
User satisfaction 90
l "Operator" below l "Incident Analyst" below
l "Incident Coordinator" on the next page l "Incident Manager" on page 10
l "Service Desk Agent" on page 11 l "Service Desk Manager" on page 12
Operator
The Operator user role has the following responsibilities:
l Register incident based on an event and assign to the correct support group.
To execute this role, the Operator has following tasks available:
Note: For an overview of how these tasks fit in the Incident Management workflow, see"Incident Management workflows and user tasks" on page 13.
ITIL Workflows User Tasks
"Incident Logging (SO2.1)" on page 15
l "Create New Incidents from Monitoring System
Notifications" on page 17
Incident Analyst
The Incident Analyst user role has the following responsibilities:
l Review and accept or reject assigned incidents. l Investigate and diagnose the incident.
l Implement incident resolution.
l Verify that the incident is resolved and close the incident.
To execute this role, the Incident Analyst can perform the following tasks.
Note: For an overview of how these tasks fit in the Incident Management workflow, see"Incident Management workflows and user tasks" on page 13.
ITIL Workflows User Tasks
"Incident Assignment (SO2.2)" on page 19
l "Reassign an Incident" on page 21
"Incident Investigation and Diagnosis (SO2.3)" on page 22
l "Change Incident Status to Pending User Information"
on page 22
l "Change Incident Status to Pending Vendor
Investigation" on page 23
l "Document an Existing Solution or Workaround in an
Incident" on page 24
l "Reject an Incident" on page 24
l "Handle User Requests for Information" on page 25
"Incident Resolution and Recovery (SO2.4)" on page 26
l "Test the Incident Resolution" on page 27 l "Change Incident Resolution" on page 27 l "Reassign Incident Resolution" on page 28
"Incident Closure (SO2.5)" on page 29 l "Close an Incident" on page 29
l "Close an Incident with an Associated Interaction or
Event" on page 30
l "Reject an Incident Resolution" on page 31 l "Reject an Incident Resolution with an Associated
Change or Service Request" on page 31
Incident Coordinator
l Review and accept or reject incidents assigned to the support group. l Handle incidents escalated by an Incident Analyst of the support group.
l Monitor Operational Level Agreements (OLA) and Underpinning Contracts (UC) targets of the
support group.
To execute this role, the Incident Coordinator can perform the following tasks.
Note: For an overview of how these tasks fit in the Incident Management workflow, see"Incident Management workflows and user tasks" on page 13.
ITIL Workflows User Tasks
"Incident Assignment (SO2.2)" on page 19
l "Assign an Incident" on page 20 l "Reassign an Incident" on page 21
"Incident Escalation (SO2.6)" on page 33
l "Escalate an Incident with a Service Request" on
page 33
l "Open an Emergency Change for an Incident
Escalation" on page 35 "OLA and UC Monitoring (SO2.8)" on
page 39
l "Monitor OLA and UC Performance" on page 40
Incident Manager
The Incident Manager user role has the following responsibilities:
l Handle incidents escalated by the Incident Coordinator or by the Service Desk Agent. l Determine and execute the appropriate escalation actions.
l Request an Emergency Change if required.
To execute this role, the Incident Manager has following tasks available:
Note: For an overview of how these tasks fit in the Incident Management workflow, see"Incident Management workflows and user tasks" on page 13.
ITIL Workflows User Tasks
Service Desk Agent
The Service Desk Agent user role has the following responsibilities:
l Register interactions based on contact with the user
l Match user interaction to incidents, problems, known errors, or knowledge documents l Solve and close interactions
l Provide status updates to users on request
l Register incidents based on user interactions and assign them to the correct support group l Register requests for change, based on user interactions
l Register service requests, based on a user interactions l Validate solutions provided by support groups
l Report and verify solution to users
l Monitor the Service Level Agreement (SLA) targets of all registered incidents and escalate the
incidents if required
l Communicate service outages to all users
To execute this role, the Service Desk Agent has following tasks available:
Note: For an overview of how these tasks fit in the Incident Management workflow, see"Incident Management workflows and user tasks" on page 13.
ITIL Workflows User Tasks
"Incident Logging (SO2.1)" on page 15 l "Create a New Incident from a User Interaction" on page 16
l "Review and Update Incident Information" on page 18
"Service Level Agreement Monitoring (SO2.7)" on page 36
l "Monitor Interaction Queue for Potential Service Level
Agreement Breaches" on page 38
l "Monitor Interaction Queue for Service Level Agreement
Service Desk Manager
The Service Desk Manager user role has the following responsibilities:
l Handle incidents that are categorized as Complaints.
To execute this role, the Service Desk Manager has following tasks available:
Note: For an overview of how these tasks fit in the Incident Management workflow, see"Incident Management workflows and user tasks" on page 13.
ITIL Workflows User Tasks
resolved within agreed-on service level targets. Incident Management workflow
"Incident Logging (SO2.1)" on the next page
l "Create a New Incident from a User Interaction" on
page 16
l "Create New Incidents from Monitoring System
Notifications" on page 17
l "Review and Update Incident Information" on page 18
"Incident Assignment (SO2.2)" on page 19
l "Reassign an Incident" on page 21 l "Assign an Incident" on page 20
"Incident Investigation and Diagnosis (SO2.3)" on page 22
l "Change Incident Status to Pending User Information"
on page 22
l "Change Incident Status to Pending Vendor
Investigation" on page 23
l "Document an Existing Solution or Workaround in an
Incident" on page 24
l "Reject an Incident" on page 24
l "Handle User Requests for Information" on page 25
"Incident Resolution and Recovery (SO2.4)" on page 26
l "Test the Incident Resolution" on page 27 l "Change Incident Resolution" on page 27 l "Reassign Incident Resolution" on page 28
"Incident Closure (SO2.5)" on page 29 l "Close an Incident" on page 29
l "Close an Incident with an Associated Interaction or
Event" on page 30
l "Reject an Incident Resolution" on page 31 l "Reject an Incident Resolution with an Associated
Change or Service Request" on page 31 "Incident Escalation (SO2.6)" on
page 33
l "Escalate an Incident with a Service Request" on
page 33
l "Open an Emergency Change for an Incident
Escalation" on page 35
"Service Level Agreement Monitoring (SO2.7)" on page 36
l "Monitor Interaction Queue for Potential Service Level
Agreement Breaches" on page 38
l "Monitor Interaction Queue for Service Level Agreement
Breaches" on page 37 "OLA and UC Monitoring (SO2.8)" on
page 39
l "Monitor OLA and UC Performance" on page 40
"Complaint Handling (SO2.9)" on page 41
l "Handle Complaints" on page 41
Incident Logging (SO2.1)
Create a New Incident from a User Interaction
Part of Workflow(s):
"Incident Logging (SO2.1)" on the previous page
Applies to User Role(s):
"Service Desk Agent" on page 11
You can create an incident from a user interaction because it cannot be solved immediately. You can also update an incident from a user interaction that has already been escalated.
To create an incident from a user interaction:
1. Click Service Desk > Register New Interaction. Service Manager opens a blank New Interaction form and assigns the issue a unique interaction ID.
2. Select the contact for the interaction. The associated fields fill automatically. 3. Select the user's preferred notification method.
4. Select the service recipient. The associated field fills automatically. 5. Select the service or affected configuration item (CI).
6. Type a title and description for the interaction.
7. When you determine that you are unable to solve the user's issue, select the Impact and Urgency of the interaction, and then click Escalate. The Escalation Wizard opens with a list of previously-reported incidents that contain the same issue.
8. Browse the list of incidents to find a record that matches the issue being reported. If you select a record, do the following.
a. Click link to link the incident record to the user interaction record. A message displays, stating that the interaction has been associated with the incident.
b. Click OK.
c. Click Back to go back to the interaction record. A message displays stating the interaction has been added.
d. Click Save & Exit.
9. If no incidents match the issue being reported in the user interaction record, click Open New
Incident, fill in Location and Assignment, and then click Next. A list of potentially-related
problems is opened. You can do one of the following:
n Link to an existing problem.
o Click OK.
o Click Continue. You are returned to the interaction record. o Click Save & Exit.
n If no problems relate to the new incident, click Continue to proceed with opening a new
incident. After the new incident is opened, you are returned to the user interaction.
o Click Save & Exit.
To update the new incident:
1. Click Service Desk > Interaction Queue. Service Manager opens the Interaction queue. 2. Double-click the interaction in the queue to display the details of the record.
Note: Those items with a status of Open – Linked are user interactions that have been escalated
to Incident Management.
3. For interactions that are complaints or concerns:
a. Click More or the More Actions icon and select Related > Incidents > View to view and select the related incident.
b. Select Service Desk in Assignment Group.
c. Select the name of the Service Desk Manager for Assignee.
d. Using internally-defined procedures, provide the interaction number and the SLA target to the customer. The incident is now assigned to the Service Desk Manager.
e. Click Save & Exit.
f. Click Back to return to the next interaction in the queue. 4. For interactions that are not complaints or concerns:
a. Click More or the More Actions icon and select Related > Incidents > View to view and select the related incident.
b. Click Fill to select the applicable Assignment Group for the incident.
c. Use internally defined procedures to provide the interaction number and the SLA target to the customer.
d. Click Save & Exit.
e. Click Back to return to the next interaction in the queue.
"Incident Logging (SO2.1)" on page 15
Applies to User Role(s):
"Operator" on page 8
You can create an incident when notified by a monitoring system of an event in the Information and Communication Technology (ICT) infrastructure.
To create an incident from a monitoring system event notification: 1. Click Incident Management > Open New Incident. 2. Click Apply Template.
3. Select the appropriate template. The template automatically fills in some fields with predefined values.
4. Type a title and description for the incident.
5. In Incident Detail, verify or complete the following required entries. Use the Fill button when available to display a list of values for the field.
n Category n Area n Subarea n Impact n Urgency n Priority
6. Click Fill to select an Assignment Group.
7. Click Fill or Find to select the applicable Service affected by the incident. 8. Complete the form with any other relevant information.
9. Click Save & Exit.
Incident Management opens a new incident, assigns a unique number with the prefix IM, and places the incident in the queue for the Incident Coordinator.
Review and Update Incident Information
Part of Workflow(s):
"Incident Logging (SO2.1)" on page 15
Applies to User Role(s):
"Service Desk Agent" on page 11
the incident record. The agent then reassigns the incident to the applicable group and informs the user, if necessary.
To update incident information:
1. Click Incident Management > Incident Queue.
2. Use search or advanced search to find one or more records. 3. Double-click the target record.
4. Review the information in the record to verify that it is complete and correct. 5. For incident records that are complete:
a. Click Fill to select the applicable Assignment Group for the incident.
b. Follow the procedures defined by your company to provide the interaction number and the SLA target to the customer.
o To see a list of the related interactions, click More or the More Actions icon and select
Related Records > Interactions.
o To see information about the SLA, Open the SLA section.
6. For incident records that are incomplete or incorrect, gather the required information and update the form. The required information includes:
n The title and description of the incident
n The service provided by the affected item (for example, email)
n The Incident details: Category, Area, Subarea, Impact, Urgency, Priority
7. Click Fill to select the applicable Assignment Group for the incident, if it is not already assigned to a group.
8. Use internally-defined procedures to provide the interaction number and the SLA target to the customer. The incident is now assigned to the assignment group you selected.
9. Click Save & Exit to return the incident queue.
Incident Assignment (SO2.2)
Assign an Incident
Part of Workflow(s):
"Incident Assignment (SO2.2)" on the previous page
Applies to User Role(s):
"Incident Coordinator" on page 9
The Incident Coordinator reviews open status incidents and determines from the information provided whether to accept or reject incident records. After an incident record is accepted, the Incident
Coordinator assigns the record to an Incident Analyst for further investigation and diagnosis.
Assigning an incident is a two-step process. First, review an incident to determine if it can be resolved by your group. Next, assign the incident to an Incident Analyst, or reject the incident and return it to the Service Desk.
To review and assign an incident:
3. Review the incident records in the list to determine which ones can be assigned to your group for further investigation.
a. Review each incident record and look at the contents of the Affected CI and Description fields.
b. Determine whether to accept or reject an incident record. 4. To accept an incident record, do the following:
a. Click the list in the Status field and change the status to Accepted.
b. Clear the assignee in the Assignee field, and then click the Fill button. A list of names opens. c. Select a name from the list to assign the incident to an Incident Analyst.
d. Click Save & Exit.
5. To reject an incident and reassign it to the Service Desk, do the following: a. Click the list in the Status field and change the status to Rejected.
b. Click Save. A notes box opens and asks you to enter the reason for rejection. c. Enter the reason for rejecting the incident.
d. Click Save.
e. Click Save & Exit to exit.
Reassign an Incident
Part of Workflow(s):
"Incident Assignment (SO2.2)" on page 19
Applies to User Role(s):
"Incident Analyst" on page 8 "Incident Coordinator" on page 9
At times you will need to reassign incident records when an Incident Analyst is unavailable. To reassign an incident:
1. Click Incident Management > Incident Queue > By Assignment Group. 2. Select a list of Incident Analyst assignments for a particular analyst.
a. Click the list in the View Records for which Assignment Group? field, and then select an assignment group.
3. To complete the reassignment of an incident: a. Select the incident record to be reassigned.
b. Clear the assignee in the Assignee field, and then click Fill to select an operator from the list of names to reassign the incident to that person.
c. Click Save & Exit.
Incident Investigation and Diagnosis (SO2.3)
Each support group involved with handling incidents must perform investigation and diagnosis tasks to determine the cause and solution to the incident. All actions performed by support group personnel are documented in the incident record, so that a complete historical record of all activities is maintained at all times.
Change Incident Status to Pending User Information
Part of Workflow(s):
"Incident Investigation and Diagnosis (SO2.3)" above
Applies to User Role(s):
"Incident Analyst" on page 8
1. Click Incident Management > Incident Queue.
2. Select the Open Incidents Assigned To Me view, which is based on the service level agreement (SLA) target date. The view is sorted by target date with the oldest date listed first. 3. Select an open incident, and then look at the category in the Category field. The category is
inherited from the Service Desk interaction process. Valid entries are complaint, incident, or request for information. The Area and Subarea fields are also populated according to the selected category.
4. Click the list in the Status field and change the status to an applicable pending status.
Note: When an incident record is set to a pending status, the service level agreement clock
continues to track the incident as an open incident. The assignment group remains the same. 5. When the user delivers the requested information, change the status to accepted or work in
progress. Click the list in the Status field and update the status. 6. Click Save & Exit.
Change Incident Status to Pending Vendor Investigation
When you determine that a vendor needs to investigate and diagnose the cause of an incident, you are required to update the status of the incident record to indicate that the investigation is pending vendor feedback.Part of Workflow(s):
"Incident Investigation and Diagnosis (SO2.3)" on the previous page
Applies to User Role(s):
"Incident Analyst" on page 8
To update an incident record status to pending vendor information: 1. Click Incident Management > Incident Queue.
2. Select the Open Incidents Assigned To Me view, which is based on the service level agreement (SLA) target date. The view is sorted by target date with the oldest date listed first. 3. Select an open incident, and then look at the category in the Category field. The category is
inherited from the Service Desk interaction process. Valid entries are complaint, incident, or request for information. The Area and Subarea fields are also populated according to the selected category.
4. Click the list in the Status field and change the status to Pending vendor.
n Note: When an incident record is at a status of pending vendor, the service level agreement
clock continues to track the incident as an open incident. The assignment group remains the same.
5. Click Fill in the Vendor field to generate a list of vendors and choose one.
6. Enter the reference number (obtained from the vendor) in the Reference Number field.
n Note: When the vendor provides the requested information, you can change the status to
accepted or work in progress. 7. Click Save & Exit.
Document an Existing Solution or Workaround in an
Incident
Part of Workflow(s):
"Incident Investigation and Diagnosis (SO2.3)" on page 22
Applies to User Role(s):
"Incident Analyst" on page 8
When you find an existing solution that resolves an open incident, you can verify the effectiveness of the solution and then use the solution to resolve the incident.
After you verify that the solution works, perform the following steps to attach the solution to the incident record:
1. From the knowledgebase document or record that contains the solution, do the following: a. Click Use Solution to add the solution to the Solution field of the incident record..
b. View the published document, and then select it as a solution. The system reopens the record with the Solution field updated.
Note: For information about attaching a file, see the related topics.
2. Update the incident detail: a. Open the Activities section.
b. Select the applicable update type in New Update Type. c. Add other necessary information and notes in New Update.
d. Check Visible to Customer to make the information available to customers. 3. Click Save & Exit.
Reject an Incident
Part of Workflow(s):
"Incident Investigation and Diagnosis (SO2.3)" on page 22
Applies to User Role(s):
"Incident Analyst" on page 8
If you determine that you cannot perform work on an incident, then you must change the incident status to rejected before closing or exiting the incident record.
1. In the Status field, change the status to Rejected. 2. Clear the Assignee field.
3. Click Fill in the Assignee field to generate a list of Operator names in the assignment group, and then choose the name of the coordinator to whom this incident will be reassigned.
4. In the Activities section, do the following:
a. From the New Update Type field list, select an update type to categorize the activity update. b. In the New Update field, type a description of the update.
5. Click Save. You are prompted for the reason for the rejection.
6. Enter the reason for the rejection, and then click Save. The system indicates the incident has been updated.
7. Click Save & Exit.
Handle User Requests for Information
Part of Workflow(s):
"Incident Investigation and Diagnosis (SO2.3)" on page 22
Applies to User Role(s):
"Incident Analyst" on page 8
If an incident assigned to you is a request for information (an RFI), you can search the knowledgebase to discover if an existing knowledge record addresses the user's request. You can search by using plain language queries and find related searches. Your search can yield four types of knowledgebase results:
l Hot news entries: Very recent information regarding server outages or other infrastructure failures.
Hot news can also include solutions to a new incident or problem.
l Common problems: Solutions to problems that are identified as common or routine. l Error messages: Problems that generate specific error messages.
l IR query: Thesaurus-based weighted key word matching algorithm that learns through usage. For
example, two separate queries containing the words screen and terminal will return the same results.
Note: For information about performing an advanced search or about documenting a resolution or
workaround, see the related topics. To search the knowledgebase:
2. To perform a basic search, enter the word or phrase you want to search for in the Search for field, and then click Search. If the search yields results, a list of knowledge entries opens. If the search does not yield results, a message appears that states that 0 documents were found.
3. Continue to process the incident. a. Open the Activities section.
b. Select the Activity Type and then click Filter to generate a record list of activity types. c. Check the Visible to Customer? field to make the information available to the user. d. Add other necessary information and notes in the Update field.
4. Reassign the incident according to the incident resolution and recovery process. 5. Click Save & Exit.
Incident Resolution and Recovery (SO2.4)
Test the Incident Resolution
Part of Workflow(s):
"Incident Resolution and Recovery (SO2.4)" on the previous page
Applies to User Role(s):
"Incident Analyst" on page 8
One of the tasks of the Incident Analyst is to review and test the resolution described in the Solution field of an incident record. When the test is successful, the incident is assigned for incident closure. When the resolution test fails, the Incident Analyst returns the incident to incident investigation and resolution or assigns it to incident escalation.
To update tested incident resolutions:
1. Click Incident Management > Incident Queue or view your To Do Llst. 2. View and identify any incidents whose resolution (Solution field) can be tested.
3. Test the resolution described in a test environment that mimics the production environment. 4. When the resolution fails:
a. If the incident requires an escalation, update the Assignment Group and Assignee fields with the Incident Coordinator responsible for the Incident Escalation process.
b. If the incident does not require an escalation, update the Assignment Group and Assignee fields with the applicable Incident Analyst responsible for the investigation and diagnosis process or incident escalation.
c. In both cases, in the Activities section, select a New Update Type and then in New Update type an explanation of the test failure.
5. When resolution testing is successful:
a. Update the Assignment Group and Assignee fields with the applicable Incident Analyst responsible for the incident closure process.
b. In the Activities section, select the New Update Type and then in New Update type a description of the test results.
6. Click Save & Exit.
Change Incident Resolution
Part of Workflow(s):
"Incident Resolution and Recovery (SO2.4)" on the previous page
Applies to User Role(s):
One of the tasks of the Incident Analyst is to review and identify incidents received from the incident investigation and diagnosis process that need to be escalated to the Incident Coordinator because the implementation of the resolution requires a change.
To initiate a change for an incident:
1. Click Incident Management > Incident Queue or view your To Do list.
2. View and identify any incidents whose resolution (shown in the Solution field) can only be accomplished with a change.
3. Update the Assignment Group and Assignee fields with the applicable group and Incident Coordinator.
4. In the Activities section, select the New Update Type and then in New Update type a description of the change required to implement the resolution.
5. Click Save & Exit.
Reassign Incident Resolution
Part of Workflow(s):
"Incident Resolution and Recovery (SO2.4)" on page 26
Applies to User Role(s):
"Incident Analyst" on page 8
One of the tasks of the Incident Analyst is to review and identify incidents received from the incident investigation and diagnosis process that need to be reassigned to another group, because the Incident Analyst does not have the necessary permissions to implement the resolution.
To reassign an incident:
1. Click Incident Management > Incident Queue or view your To Do list.
2. View and identify any incidents with a resolution (shown in the Solution field) that cannot be accomplished because you do not have the applicable permissions.
3. Update the Assignment Group and Assignee fields with the applicable group and operator. 4. In the Activities section, do the following:
a. From the New Update Type field list, select an update date.
b. In the New Update field, type a description of the permissions required to implement the resolution.
Incident Closure (SO2.5)
The Incident Closure process includes many steps to verify the success of implemented solutions and to verify that incident tickets are accurate and complete.
Service Manager is configured out-of-box to use a one-step Incident Closure process. Therefore, incident personnel can close the incident directly after resolving it. The Service Desk takes care of notifying the end user and closing the interaction that initiated the incident.
Legacy Service Manager customers who did not activate Service Desk and used a two-step incident close will find that this is no longer necessary, because the Service Desk application is now included. However, you can still choose to close incidents in two steps after you finish some configuration. To close an incident in two steps, administrators need to configure the system to enable a two-step close process for incidents. In the two-step close process, a technician starts the close process when work on the incident is complete. The ticket is resolved, but not closed until an operator contacts the user and confirms the resolution. The operator then finishes closing the incident and the incident is inactivated.
Close an Incident
Part of Workflow(s):
"Incident Resolution and Recovery (SO2.4)" on page 26
Applies to User Role(s):
"Incident Analyst" on page 8
To close an incident:
1. Click Incident Management > Incident Queue or view your To Do queue. 2. Select an incident that is ready to be closed.
3. Click Fill in the Closure Code field to select an applicable code.
4. Enter the resolution in the Solution field and verify that the information is correct and complete. 5. Click Close Incident. The status changes to Closed.
6. Click Save & Exit.
7. In the Confirm Outage Information form, update or accept the specified outage start and end times and click OK. You are returned to your To Do queue. The status is updated to Closed.
Close an Incident with an Associated Interaction or Event
Part of Workflow(s):
"Incident Resolution and Recovery (SO2.4)" on page 26
Applies to User Role(s):
"Incident Analyst" on page 8
Incidents that are resolved satisfactorily that have associated events or interactions are closed by specifying a closure code and updating the status to closed. Incidents that have associated changes require additional processing.
To close an incident with an associated interaction or event:
1. Click Incident Management > Incident Queue or view your To Do queue. 2. Select an incident that is ready to be closed.
3. Review the incident resolution description in the Solution field to verify that it is correct. Make sure that all information in the detail record is complete.
4. Update the Status field to closed.
5. Use Fill to select an applicable code for the Closure Code field.
6. If this incident has an associated interaction, update the Assignment Group and Assignee fields with the Service Desk group and Service Desk Agent responsible for the Close Interaction process.
7. If this incident has an associated event, update the Assignment Group and Assignee fields with the Group and Operator responsible for Event Management.
10. In the Confirm Outage Information form, update or accept the specified outage start and end times. Click OK. You are returned to your To Do queue.
Reject an Incident Resolution
Part of Workflow(s):
"Incident Resolution and Recovery (SO2.4)" on page 26
Applies to User Role(s):
"Incident Analyst" on page 8
If the solution assigned to an incident is found to not resolve the incident completely, the incident must be returned to the incident investigation and diagnosis process for additional analysis. For example, a solution may appear to solve the problem, but when the customer uses the solution, the problem persists. Incidents that have associated service requests or changes require additional processing. To reassign an incident for additional investigation and diagnosis:
1. Click Incident Management > Incident Queue or view your To Do queue. 2. Select an incident for review.
3. Review the incident resolution description in the Solution field to verify that it is correct and complete. Verify that all information in the detail record is complete.
4. When the solution does not resolve the incident and the incident does not include an associated service request or change:
a. Update the Status field to Work In Progress.
b. Update the Assignment Group and Assignee fields with the applicable group and Incident Analyst.
c. In the Activities section, do the following:
i. From the New Update type field list, select an update type.
ii. In the New Update field, type an explanation that describes the problem with the proposed solution.
d. Click Save & Exit to return to your To Do queue.
5. If the incident includes an associated service request or change, the incident requires additional processing.
Reject an Incident Resolution with an Associated Change or
Service Request
Part of Workflow(s):
"Incident Analyst" on page 8
If the solution provided for an incident is found to not resolve the incident completely, then the Incident Analyst must review the incident for necessary changes or requests. When incident closure rejects the incident solution and the incident has an associated change, incident closure updates the status of the incident to pending change and requests that Change Management reopen the change. When incident closure rejects the incident solution and the incident has an associated service request, incident closure updates the status of the incident to pending change and requests that the Service Desk reopen the request.
To reassign a rejected incident solution with an associated change or service request: 1. Click Incident Management > Incident Queue or view your To Do queue. 2. Select an incident for review.
3. Review the incident resolution description in the Solution field to verify that it is correct and complete.
4. When the solution does not resolve the incident and the incident includes an associated service request:
n Update the Status field to Pending Change.
n Update the Assignment Group and Assignee fields with the applicable Service Desk group
and Service Desk Agent.
n In the Activities section, do the following:
o From the New Update Type field list, select an update type.
o In the New Update field, type an explanation that describes the problem with the proposed
solution and that also mentions any associated requests that must be reopened.
n Click Save & Exit to return to your To Do queue.
5. When the solution does not resolve the incident, and the incident includes an associated change:
n Update the Status field to Pending Change.
n Update the Assignment Group and Assignee fields with the applicable Change Management
group and Change Coordinator.
n In the Activities section, do the following:
o From the New Update Type field list, select an update type.
o In the New Update field, type an explanation that describes the problem with the proposed
solution and that also mentions any associated changes that must be reopened.
Incident Escalation (SO2.6)
When an Incident Analyst is unable to solve an assigned incident within the target time, the analyst escalates the incident to the Incident Coordinator. The Incident Coordinator determines how the incident can best be resolved by consulting the Incident Analyst and, if needed, other Incident Analysts. If an incident is severe (for example, designated as Priority 1), the appropriate IT managers must be notified so that they can anticipate and prepare for an escalation.
Escalate an Incident with a Service Request
Part of Workflow(s):
"Incident Assignment (SO2.2)" on page 19
Applies to User Role(s):
"Incident Coordinator" on page 9
If the Incident Coordinator determines that the incident can be solved by initiating a service request, the Incident Coordinator proceeds as follows:
3. Open a service request. Click More or the More Actions icon and select Related > Quotes >
Open. The Request Category form opens.
4. Select one of the categories for this request.
n Customer Procurement Requests
n Human Resources
n Employee Office Move Process
5. If you selected Customer Procurement Requests, perform the following steps: a. Select from the Master Catalog.
b. Select the category of the item you are requesting.
c. Select the item(s) you wish to request. A list of the item(s) you selected opens and shows the total cost.
d. Click Add Items to add more items to your request. A summary list of your selections opens and shows total cost.
e. Click Submit Request.
f. Fill in the required fields (such as requested delivery date and reason for request) in the New
Request form.
6. If you selected Human Resources, perform the following steps:
a. Select a category. You can choose to select defaults and also to modify the quantity. b. Click Add Items to add more items to your request. A summary list of your selections opens
and shows total cost. c. Click Submit Request.
d. Fill in the required fields (such as start date, department, and manager) in the human resources form.
7. If you selected Employee Office Move Process, perform the following steps:
a. Select from the available list of options. You can choose to select defaults and also to modify the quantity. A summary list of your selections opens and shows total cost.
b. Click Add Items to add more items to your request. c. Click Submit Request.
d. Fill in the required fields (such as first name, last name, and effective date) in the employee office move request form.
9. Click Save & Exit. You are returned to the incident record. The new request appear in the Related Records section of the incident record.
Open an Emergency Change for an Incident Escalation
Part of Workflow(s):
"Incident Assignment (SO2.2)" on page 19
Applies to User Role(s):
"Incident Coordinator" on page 9
When an Incident Analyst is not able to solve an assigned incident on time, the analyst escalates the incident to the Incident Coordinator. The Incident Coordinator determines how the incident can best be resolved by consulting the Incident Analyst and, if needed, other Incident Analysts.
If the Incident Coordinator determines that the incident can only be solved by implementing an emergency change, the Incident Coordinator proceeds by opening an emergency change. To open an emergency change for an incident escalation:
1. Click Incident Management > Incident Queue or view your To Do list. 2. Click an existing incident record.
3. Open an emergency change from the incident record More Actions menu.
a. Click More or the More Actions icon and select Related > Changes > Open. b. Select Emergency Change to mark this as an emergency change.
c. In the Urgency field list, update the urgency code choosing 1-Critical.
d. Enter the name of the person who initiated this change in the Initiated by field.
e. Click Fill in the Assignment Group field to generate a list of assignment groups, and then choose the applicable assignment group. The Change Coordinator field is populated with the name of the Change Coordinator for that assignment group.
f. Update all other required fields.
4. Click Save. The emergency change procedure starts. You can notify the Change Coordinator that the request has occurred and that the emergency change procedure has started.
5. Return to the related incident record.
7. In the Activities section, do the following: a. Select the New Update Type.
b. In the New Update field, type a description of the update, including information about the new emergency change record.
8. Click Save & Exit.
Reassign an Incident for Additional Support
Part of Workflow(s):
"Incident Escalation (SO2.6)" on page 33
Applies to User Role(s):
"Incident Manager" on page 10
After an Incident Manager is notified that an incident is not going to be resolved on time and that the service level agreement (SLA) is breached or in danger of being breached, the Incident Manager reassigns the incident for additional support.
The Incident Manager reviews the SLA target times and determines that the incident requires reassignment to another level of support. The Incident Manager reassigns the incident to another support group.
To reassign an incident for additional supports:
1. Click Incident Management > Incident Queue or view your To Do list. 2. Click the open incident.
3. Clear the assignment group in the Assignment Group field, and then click Fill to select the new assignment group.
4. Click Save & Exit.
Note: You can contact the Service Desk to request that the Service Desk send an information
bulletin to affected users and stakeholders.
Service Level Agreement Monitoring (SO2.7)
Monitor Interaction Queue for Service Level Agreement
Breaches
Part of Workflow(s):
"Incident Logging (SO2.1)" on page 15
Applies to User Role(s):
"Service Desk Agent" on page 11
1. Click Service Desk > Interaction Queue or view your To Do queue. 2. In the View list, select Monitor SLA Interaction - Breached.
3. From the list, select an interaction record with a linked incident (Open - Linked) record.
4. To view the related incident, click More or the More Actions icon and select Related > Incidents
> View.
5. Double-click the Incident ID.
6. Update the Assignment Group and Assignee fields based on the information in the Service and Affected CI fields.
7. In the Activities section, do the following:
a. In the New Update Type field list, select an update type.
b. In the New Update field. type an explanation to describe the reason for the escalation and any relevant details.
8. Click Save & Exit to return to the Interaction queue.
Monitor Interaction Queue for Potential Service Level
Agreement Breaches
Part of Workflow(s):
"Incident Logging (SO2.1)" on page 15
Applies to User Role(s):
"Service Desk Agent" on page 11
The Service Desk Agent monitors the interaction queues for interactions with associated incidents that are within a few hours of breaching as specified by the Service Level Agreement (SLA) for the type of incident. For those items that are within one hour of breaching, the Service Desk Agent coordinates with the Incident Coordinator who escalates the incident associated with the escalation and
communicate the expected resolution to the applicable users and user groups. For those items that are within four hours or one day of breaching, the Service Desk Agent monitors the applicable queues until the interactions are resolved or escalated.
To monitor the interaction queues for potential breached interactions: 1. Click Service Desk > Interaction Queue or view your To Do queue.
2. In the View list, select the Monitor SLA Interaction - Breach within 1 hour queue. 3. To view the incident details for an interaction in the queue:
a. View the related incident.
c. Double-click the Incident ID.
4. Contact the Incident Coordinator assigned to the related incident, and either begin the Incident Escalation process or contact the affected users and groups with the expected resolution details. 5. For any interactions in the other Monitor SLA Interaction queues, continue to monitor the queues
until the items are resolved or require escalation.
OLA and UC Monitoring (SO2.8)
Monitor OLA and UC Performance
Part of Workflow(s):
"Incident Assignment (SO2.2)" on page 19
Applies to User Role(s):
"Incident Coordinator" on page 9
Service guarantees exist between IT and other departments in the organization to track hardware or software asset availability and response performance. For example, the IT department might guarantee that a department server will be available 98% of the time and that 99% of the time IT will respond to an outage involving that device within one hour. You can use Service Level Agreements (SLAs) to monitor the performance of Operational Level Agreements (OLAs) in support groups and Underpinning
Contracts (UCs) with applicable vendors.
The Incident Coordinator monitors all incidents assigned to the support group and applicable vendors. The Incident Coordinator can reassign an incident to another group or escalate an incident to the Incident Manager if the target time is exceeded or close to being exceeded.
To monitor OLA and UC performance:
1. Click Incident Management > Incident Queue or view your To Do queue. 2. Click the list in the Queue field and select Incident.
3. Select an OLA-UC breach view to see which incidents need follow-up or reassignment. Talk to the Incident Analyst or vendor working on the incident to receive a status update and discuss possible resolutions. The OLA-UC breach views include:
n Breach within 1 hour n Breach within 4 hours n Breach within 1 day
Note: You can add these views to your Favorites in the navigation tree for easy access.
4. When you locate an incident that has not been resolved on time, the SLA Breached field in the SLA section is checked.
5. Based on your review of the incident and discussion with the Incident Analyst or vendor, you determine how to proceed with resolving the incident. For example:
n Reassign to a second- or third-line support group with more knowledge.
n Escalate the incident. Reassign the incident to the Incident Manager, and then contact the
Incident Manager so the escalation process can begin.
6. Open the Activities section, and then provide the applicable entries for the New Update Type and
New Update fields to add current status information and actions required to resolve the incident.
Complaint Handling (SO2.9)
Complaint handling is the process by which the Service Desk Manager handles complaints. The complaint category is typically used to indicate less than satisfactory service received by a user in the support or service delivery categories.
Handle Complaints
Part of Workflow(s):
"Complaint Handling (SO2.9)" above
Applies to User Role(s):
"Service Desk Manager" on page 12
The Service Desk Agent assigns an incident containing a user complaint to the Service Desk Group. When the incident is saved, it is automatically assigned to the Service Desk Manager. The Service Desk Manager reviews and accepts the incident to research and resolve the complaint.
To manage an incident based on a user complaint:
1. Click Incident Management > Incident Queue or view your To Do queue. 2. Click the open incident record and review the contents of the User complaint. 3. Click the list in the Status field and select Accepted.
Note: Investigate the complaint by reviewing the relevant information and talking to the people
involved.
4. When you have finished searching for an answer or solution to satisfy the user, select the Activities section to add notes in the Update field.
6. Enter the resolution in the Solution field and verify that the information is correct and complete. 7. Click Close Incident.
8. Click Save & Exit. The status changes to Closed.
Open an incident
Applies to User Role(s):
Configuration Auditor
"Incident Coordinator" on page 9 "Incident Manager" on page 10
You can open incident records as part of many Service Management processes, including interaction management, event management, configuration verification and audit, and incident management.
Note: For information on opening or creating incident records in the interaction management process
and event management process, see the related topics. To open an incident record:
1. Click Incident Management > Open New Incident. The incident ticket quick form opens. 2. Click Fill to select an Assignment Group.
3. Click Fill to select the applicable Affected Service. 4. Click Fill to select the Affected CI.
Note: The Default Impact and Priority values of the affected CI are automatically populated to
the Impact and Urgency fields of the incident record. You can manually change these auto-populated values if needed.
Caution: If you specify the Impact and Urgency values first and then specify an Affected CI with
an empty Default Impact or Priority value, the Impact or Urgency value you selected for the incident record will be cleared.
5. Type a Title for the incident. 6. Type a Description of the incident.
7. Click Search Knowledge icon to see if the issue is already logged in the knowledgebase. 8. Complete the required fields in the Incident Details section.
View clocks
Applies to User Role(s):
"Incident Analyst" on page 8 "Incident Coordinator" on page 9 "Incident Manager" on page 10
Clocks are background processes that track the duration of specific conditions in Service Manager. To view the clocks that are tracking an incident:
1. Click Incident Management > Search Incidents.
2. Use search or advanced search to find one or more records. 3. Click More or the More actions icon and select Show Clocks. 4. Click Exit to exit the clocks display and return to the incident record.
Note: If you receive a message that states the named clock record is no longer in the set,
right-click the record, and then right-click Exit to exit the clocks display and return to the incident record.
View a list of services potentially affected by an outage
Applies to User Role(s):
"Incident Coordinator" on page 9 "Incident Manager" on page 10
The View Affected Services menu option enables you to view a list of services that are potentially affected by an outage relating to CIs that are specified in an incident or change record. By viewing the affected services list, you can determine the potential impact of an outage related to critical, dependent services when you open an incident. You can also use the affected services list to plan when opening a change.
Note: The list of CIs generated does not include the CIs specified in the primary incident or change
record.
To view a list of affected services: 1. Perform one of the following actions.
n Open an existing incident or change record. Use search or advanced search to find one or more
records.
n Proceed as if you are going to add a new incident or change record.
2. If you are in the process of adding a new record, fill in the Affected CI.
4. Open the Affected Services section. A list of affected services opens or a message, stating that there are no services affected by the outage.
Note: For change records, a list of all affected business services is returned in all cases, whether
the record has one primary CI or multiple CIs.
5. Select a CI from the list for detailed information from the Configuration Management record. 6. When you finish viewing the affected services, click Cancel.
Apply a template to complete an incident
Applies to User Role(s):
"Incident Analyst" on page 8 "Incident Coordinator" on page 9 "Incident Manager" on page 10
Templates enable users to quickly complete an incident record by automatically populating fields with the applicable information.
Note: Make sure that the user profile is enabled to use templates. For additional information on enabling
a profile to use templates, see the related topics. To apply a template to complete an incident:
1. Click Incident Management > Incident Queue or view your To Do queue. 2. Select an incident record.
3. Click Apply Template. The Select Incident Template wizard opens.
4. Double-click the template that you want to apply to the selected incident. You are returned to the selected incident record and the fields are automatically filled in with the values set in the template.
5. Modify other fields, as needed. 6. Click Save & Exit.
Note: Users authorized to use this template can also modify the template to meet their needs.
Access Incident Management views
Applies to User Role(s):
"Incident Analyst" on page 8 "Incident Coordinator" on page 9 "Incident Manager" on page 10
To view your favorites, click Favorites and Dashboards > Incident Management. HP Service Manager provides the following default Incident Management views:
l (1) Monitor OLA-UC Incident - Breached
l (2) Monitor OLA-UC Incident - Breach within 1 hour l (3) Monitor OLA-UC Incident - Breach within 4 hours l (4) Monitor OLA-UC Incident - Breach within 1 day l All Open Incidents
l Incidents by Assignment Group l Open Incidents Assigned to Me l Open Incidents I Own
Note: The Monitor OLA-UC breached views contain incident records that measure the performance of
individual support groups and applicable vendors. The records that are close to breaching an agreement or that already have breached an agreement can be seen in these views.
Relate a record to an incident record
Applies to User Role(s):
"Incident Analyst" on page 8 "Incident Coordinator" on page 9 "Incident Manager" on page 10
As part of incident processing, you can relate or associate an existing interaction, incident, change, quote, or problem to an incident. Use related records to associate an incident with any applicable interactions, changes, quotes, or problems so that status changes or updates that you make will also be made to associated records.
To relate a record to an incident record:
1. Click Incident Management > Incident Queue or view your To Do queue. 2. Select a target record.
3. Click More or the More Actions icon for the detail record. 4. Click Related, and then choose one of the following:
n Quotes > Associate n Problems > Associate
5. When the Associating Records dialog box opens, type the ID number of the record. 6. You can also use Search in the Associating Records dialog box to locate the applicable ID
number. 7. Click OK.
Update an incident
Applies to User Role(s):
"Incident Analyst" on page 8 "Incident Coordinator" on page 9 "Incident Manager" on page 10
Sometimes you need to update an existing incident record for reasons, such as reassigning the incident to another group or changing the priority of the incident record. When you update the incident record, you can also include helpful information in the Update field of the Activities section.
To update an incident:
1. Click Incident Management > Search Incidents.
2. Use search or advanced search to find one or more records. 3. Select a record to display it.
4. Make any necessary changes. For example, if you want to reassign the incident record to another group:
n Clear the assignment group in the Assignment Group field, and then click Fill. A list of
assignment group displays.
n Select the new assignment group from the list.
5. Open the Activities section to do the following:
n Add notes in the Update field with the reason why the incident has been updated or to add other
helpful information.
n If necessary, click the New Update Type list to categorize the activity update.
6. When you are finished with your updates, click Save & Exit.
Note: When you view an existing incident, shaded fields are read-only fields. Incident Management
Resolve an incident
Applies to User Role(s):
"Incident Analyst" on page 8 "Incident Coordinator" on page 9 "Incident Manager" on page 10
When you find an existing solution that resolves an incident, you can attach the solution to the incident record and close the record. You can also save the resolution as a candidate for the knowledgebase. To resolve an incident:
1. Click Incident Management > Search Incidents.
2. Use search or advanced search to find one or more records. 3. Double-click a record to display it in the Incident form. 4. Document the solution:
n If the solution or workaround is from a knowledgebase document, click Use Solution to add the solution to the Solution field of the incident record. The Use Solution button only appears if the selected knowledgebase record or document contains a solution or workaround.
Note: If the knowledge document is a working copy of a published document, no Use Solution
display option appears.
n If the solution or workaround is from a related record, type the solution in the Solution field on
the Incident section.
5. Select the Activities section and do the following:
a. In the New Update Type field list, select an update type.
b. In the New Update field, type a note to explain how you resolved the incident. 6. If the resolution should be saved to the HP Service Manager Knowledge Database, check
Knowledge Candidate.
7. Click Fill in the Closure Code field to select a closure code. 8. Click Close Incident. The status changes to Resolved. 9. Update or accept the specified outage start and end times. 10. Click Save & Exit.
