incident management - u.s. department of veterans … · an incident is an unplanned interruption...
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Incident Management ii
Table of Contents Incident Management Process Map ........................................................ 1
Process: Incident Management ............................................................... 2 Incident Management Description and Goals.......................................................... 3
Description................................................................................................................. 3 Goals........................................................................................................................... 3
Incident Management RACI Information .................................................................. 4 Incident Management Associated Artifacts Information ........................................ 9 Incident Management Tools and Web Sites Information ....................................... 9 Incident Management Standards Information ......................................................... 9 Incident Management Process ................................................................................ 10
Process Activity Name: INM-01 Identify Incident ............................................... 10 Process Activity Name: INM-02 Event Management .......................................... 11 Process Activity Name: INM-03 Perform User Contact Management.............. 12 Process Activity Name: INM-03.01 Receive Customer Communication ......... 12 Process Activity Name: INM-03.02 Contact Record Exist? ............................... 13 Process Activity Name: INM-03.03 Validate User Contact Record .................. 14 Process Activity Name: INM-03.04 Create User Contact Record ..................... 15 Process Activity Name: INM-04 Log Incident...................................................... 16 Process Activity Name: INM-05 Categorize Incident ......................................... 17 Process Activity Name: INM-06 Prioritize Incident ............................................ 18 Process Activity Name: INM-07 Perform Initial Diagnosis ................................ 20 Process Activity Name: INM-08 First Contact Resolution? .............................. 21 Process Activity Name: INM-09 Escalate Incident ............................................. 22 Process Activity Name: INM-10 SWAT Eligible? ................................................ 23 Process Activity Name: INM-11 Convene Swift Action and Triage .................. 24 Process Activity Name: INM-12 Investigate and Diagnose ............................... 25 Process Activity Name: INM-13 Change Required?........................................... 27 Process Activity Name: INM-14 Resolve Incident .............................................. 27 Process Activity Name: INM-15 Change Management ...................................... 28 Process Activity Name: INM-16 Resolved? ......................................................... 29 Process Activity Name: INM-17 Close Incident .................................................. 30 Process Activity Name: INM-18 PBM Candidate? .............................................. 31 Process Activity Name: INM-19 Problem Management ..................................... 32
The links in this process map are inactive. Please scroll to view activity data. 1
Incident Management Process Map
Incident Management 2
Process: Incident Management Overview: The process map for Incident Management cycles through the following process and review activities:
INM-01 Identify Incident INM-02 Event Management INM-03 Perform User Contact Management INM-03.01 Receive Customer Communication INM-03.02 Contact Record Exist? INM-03.03 Validate User Contact Record INM-03.04 Create User Contact Record INM-04 Log Incident INM-05 Categorize Incident INM-06 Prioritize Incident INM-07 Perform Initial Diagnosis INM-08 First Contact Resolution? INM-09 Escalate Incident INM-10 SWAT Eligible? INM-11 Convene Swift Action and Triage INM-12 Investigate and Diagnose INM-13 Change Required? INM-14 Resolve Incident INM-15 Change Management INM-16 Resolved? INM-17 Close Incident INM-18 PBM Candidate? INM-19 Problem Management
Incident Management 3
Incident Management Description and Goals Description The Incident Management process provides details on restoring normal service operation as quickly as possible and minimizing the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained within Service Level Agreement (SLA) limits.
Goals The goals of Incident Management are:
To restore normal service operation within SLA limits
To provide effective and efficient management of the lifecycle of incidents cradle to grave
To follow Swift Action Triage (SWAT) Protocol, as applicable
Incident Management 4
Incident Management RACI Information The following describes the RACI information for this process:
INM-01 Identify Incident Responsible Role: Customer
Accountable Role: Incident Management Manager
Consulted Role: None Listed
Informed Role: Incident Management Analyst
INM-02 Event Management Responsible Role: Incident Management Analyst
Accountable Role: Incident Management Manager
Consulted Role: None Listed
Informed Role: None Listed
INM-03.01 Receive Customer Communication Responsible Role: Incident Management Analyst
Accountable Role: Incident Management Manager
Consulted Role: None Listed
Informed Role: None Listed
INM-03.02 Contact Record Exist? Responsible Role: Incident Management Analyst
Accountable Role: Incident Management Manager
Consulted Role: None Listed
Informed Role: None Listed
INM-03.03 Validate User Contact Record Responsible Role: Incident Management Analyst
Incident Management 5
Accountable Role: Incident Management Manager
Consulted Role: None Listed
Informed Role: None Listed
INM-03.04 Create User Contact Record Responsible Role: Incident Management Analyst
Accountable Role: Incident Management Manager
Consulted Role: None Listed
Informed Role: Customer
INM-04 Log Incident Responsible Role: Incident Management Analyst
Accountable Role: Incident Management Manager
Consulted Role: None Listed
Informed Role: Customer
INM-05 Categorize Incident Responsible Role: Incident Management Analyst
Accountable Role: Incident Management Manager
Consulted Role: None Listed
Informed Role: Customer
INM-06 Prioritize Incident Responsible Role: Incident Management Analyst
Accountable Role: Incident Management Manager
Consulted Role: None Listed
Informed Role: Customer
INM-07 Perform Initial Diagnosis
Incident Management 6
Responsible Role: Incident Management Analyst
Accountable Role: Incident Management Manager
Consulted Role: Incident Management Assignment Group
Informed Role: Customer; Stakeholders
INM-08 First Contact Resolution? Responsible Role: Incident Management Analyst
Accountable Role: Incident Management Manager
Consulted Role: None Listed
Informed Role: None Listed
INM-09 Escalate Incident Responsible Role: Incident Management Analyst
Accountable Role: Incident Management Manager
Consulted Role: Incident Management Assignment Group
Informed Role: Customer; Stakeholders
INM-10 SWAT Eligible? Responsible Role: Incident Management Analyst
Accountable Role: Incident Management Manager
Consulted Role: None Listed
Informed Role: None Listed
INM-11 Convene Swift Action and Triage Responsible Role: Swift Action and Triage Commander
Accountable Role: Incident Management Manager
Consulted Role: None Listed
Informed Role: None Listed
Incident Management 7
INM-12 Investigate and Diagnose Responsible Role: Incident Management Assignment Group
Accountable Role: Incident Management Analyst
Consulted Role: None Listed
Informed Role: Incident Management Manager; Stakeholders; Customer
INM-13 Change Required? Responsible Role: Incident Management Assignment Group
Accountable Role: Incident Management Analyst
Consulted Role: None Listed
Informed Role: None Listed
INM-14 Resolve Incident Responsible Role: Incident Management Assignment Group
Accountable Role: Incident Management Manager
Consulted Role: None Listed
Informed Role: Incident Management Analyst; Customer; Stakeholders
INM-15 Change Management Responsible Role: Incident Management Assignment Group
Accountable Role: None Listed
Consulted Role: None Listed
Informed Role: None Listed
INM-16 Resolved? Responsible Role: Incident Management Assignment Group
Accountable Role: Incident Management Analyst
Consulted Role: None Listed
Informed Role: None Listed
Incident Management 8
INM-17 Close Incident Responsible Role: Incident Management Analyst
Accountable Role: Incident Management Manager
Consulted Role: Incident Management Assignment Group
Informed Role: Customer; Stakeholders
INM-18 PBM Candidate? Responsible Role: Incident Management Analyst
Accountable Role: Incident Management Manager
Consulted Role: None Listed
Informed Role: None Listed
INM-19 Problem Management Responsible Role: Incident Management Analyst
Accountable Role: Incident Management Manager
Consulted Role: None Listed
Informed Role: None Listed
Incident Management 9
Incident Management Associated Artifacts Information Associated Artifacts information (including hyperlinks) for this process includes:
Incident Ticket
Request for Change
Incident Management Tools and Web Sites Information The Tools and Web Sites associated with this process (including hyperlinks) include:
After Action Report Portal
Change Management (ChM)
Incident Management Standards Information Standards associated with this process (including hyperlinks) include:
Creating a Contact Record Process Document
Framework for Improving Critical Infrastructure Cybersecurity Draft Version 1.1
Incident Management Swift Action and Triage (SWAT) Standard Operating Procedure (SOP)
OI&T Incident Management Process Document
Incident Management 10
Incident Management Process Process Activity Name: INM-01 Identify Incident Previous Activities Process Begins
Next Activities INM-03 Perform User Contact Management
Description The Customer or the Event Management monitoring tool identifies an incident has occurred. The Customer or Event Management Tool discovers a Configuration Item or Service has been degraded or has an outage.
Input Identified Event
Output Incident Ticket
Associated Artifacts Incident Ticket
Responsible Role Customer
Accountable Role Incident Management Manager
Consulted Role None Listed
Informed Role Incident Management Analyst
Tools and Websites None Listed
Standards OI&T Incident Management Process Document
More Info Event Management monitoring tools are used in this process. There are variations of the tools listed in Event Management.
Incident Management 11
Process Activity Name: INM-02 Event Management Previous Activities Process Begins
Next Activities If "Return to EVM":
Event Management Process
Or
If "Remain in INM":
INM-03 Perform User Contact Management
Description There is a flow from the Event Management Process into the Incident Management Process to evaluate the event based on incident criteria. An incident is an unplanned interruption to an IT Service or a reduction in the quality of an IT Service; failure of a configuration item that has not yet impacted service is also an incident.
Input None Listed
Output Incident Ticket
Associated Artifacts Incident Ticket
Responsible Role Incident Management Analyst
Accountable Role Incident Management Manager
Consulted Role None Listed
Informed Role None Listed
Tools and Websites None Listed
Standards None Listed
Incident Management 12
More Info None Listed
Process Activity Name: INM-03 Perform User Contact Management Previous Activities INM-01 Identify Incident
Or
INM-02 Event Management
Next Activities INM-03.01 Receive Customer Communication
Description The sub-process Perform User Contact Management cycles through the following dependent activities:
- Receive Customer Communication
- Contact Record Exist?
- Validate User Contact Record
- Create User Contact Record
Process Activity Name: INM-03.01 Receive Customer Communication Previous Activities INM-03 Perform User Contact Management
Next Activities INM-03.02 Contact Record Exist?
Description The Incident Management Analyst receives notification of a Configuration Item or Service has been degraded or has an outage via the Event Management monitoring tools or from a customer. The Incident Management Analyst receives customer communication via phone, email, fax, Telecommunications Device for the Deaf (TDD), or through a system generated device.
Input Customer Communication
Incident Ticket
Output Verification of an existing user contact record
Associated Artifacts None Listed
Incident Management 13
Responsible Role Incident Management Analyst
Accountable Role Incident Management Manager
Consulted Role None Listed
Informed Role None Listed
Tools and Websites None Listed
Standards OI&T Incident Management Process Document
More Info Global Address Listing (GAL), Incident and Service Management Tools are used in this process.
Process Activity Name: INM-03.02 Contact Record Exist? Previous Activities INM-03.01 Receive Customer Communication
Next Activities If "Yes":
INM-03.03 Validate User Contact Record
Or
If "No":
INM-03.04 Create User Contact Record
Description Incident Management Analyst determines if a Contact Record Exist (Yes) or does not exist (No).
Responsible Role Incident Management Analyst
Accountable Role Incident Management Manager
Consulted Role None Listed
Incident Management 14
Informed Role None Listed
Process Activity Name: INM-03.03 Validate User Contact Record Previous Activities INM-03.02 Contact Record Exist?
Next Activities INM-04 Log Incident
And
INM-05 Categorize Incident
And
INM-06 Prioritize Incident
And
INM-07 Perform Initial Diagnosis
Description The Incident Management Analyst validates the user contact record. If the communication is via the phone or the Telecommunications Device for the Deaf (TDD), the record is validated directly from the customer. If the communication is via any other method, the record is validated from the information within the Global Address Listing (GAL).
Input Existing user contact record
Output Validated record
Associated Artifacts None Listed
Responsible Role Incident Management Analyst
Accountable Role Incident Management Manager
Consulted Role None Listed
Informed Role None Listed
Incident Management 15
Tools and Websites None Listed
Standards OI&T Incident Management Process Document
More Info Global Address Listing (GAL), Incident Management Tools and Service Management Tools are used in this process.
Process Activity Name: INM-03.04 Create User Contact Record Previous Activities INM-03.02 Contact Record Exist?
Next Activities INM-04 Log Incident
And
INM-05 Categorize Incident
And
INM-06 Prioritize Incident
And
INM-07 Perform Initial Diagnosis
Description If the customer does not have a User Contact record or a Global Address Listing, the Incident Management Analyst creates a New User Contact Record from the information provided by the customer.
Input Customer Communication
Output New User Contact Record
Associated Artifacts None Listed
Responsible Role Incident Management Analyst
Accountable Role Incident Management Manager
Incident Management 16
Consulted Role None Listed
Informed Role Customer
Tools and Websites None Listed
Standards OI&T Incident Management Process Document
Creating a Contact Record Process Document
More Info Global Address Listing (GAL), Incident and Service Management Tools are used in this process.
Process Activity Name: INM-04 Log Incident Concurrent Activities INM-05 Categorize Incident
And
INM-06 Prioritize Incident
And
INM-07 Perform Initial Diagnosis
Previous Activities INM-03.03 Validate User Contact Record
Or
INM-03.04 Create User Contact Record
Next Activities INM-08 First Contact Resolution?
Description The Incident Management Analyst logs the incident. All incidents must be fully logged and date/time stamped, regardless of whether they are raised through a service desk notification or whether automatically detected via an event alert. All relevant information relating to the nature of the incident must be logged so that a full historical record is maintained - and so that if the incident is referred to other support group(s), they have all relevant information at hand to assist them.
Input Event information
Incident information
Incident Management 17
Incident Ticket
Output Incident Ticket (new or updated)
Associated Artifacts Incident Ticket
Responsible Role Incident Management Analyst
Accountable Role Incident Management Manager
Consulted Role None Listed
Informed Role Customer
Tools and Websites None Listed
Standards OI&T Incident Management Process Document
More Info Service Management Tools are used in this process.
Process Activity Name: INM-05 Categorize Incident Concurrent Activities INM-04 Log Incident
And
INM-06 Prioritize Incident
And
INM-07 Perform Initial Diagnosis
Previous Activities INM-03.03 Validate User Contact Record
Or
INM-03.04 Create User Contact Record
Next Activities INM-08 First Contact Resolution?
Incident Management 18
Description The Incident Management Analyst categorizes the incident. The initial logging must be properly categorized according to the Configuration Item or service affected. Proper categorization is important when reviewing incident types/frequencies to establish trends for use in Incident and Problem Management.
Input Event information
Incident information
Incident Ticket
Output Categorized Incident Ticket
Associated Artifacts Incident Ticket
Responsible Role Incident Management Analyst
Accountable Role Incident Management Manager
Consulted Role None Listed
Informed Role Customer
Tools and Websites None Listed
Standards OI&T Incident Management Process Document
More Info Service Management Tools are used in this process.
Process Activity Name: INM-06 Prioritize Incident Concurrent Activities INM-04 Log Incident
And
INM-05 Categorize Incident
And
Incident Management 19
INM-07 Perform Initial Diagnosis
Previous Activities INM-03.03 Validate User Contact Record
Or
INM-03.04 Create User Contact Record
Next Activities INM-08 First Contact Resolution?
Description The Incident Management Analyst Prioritizes the incident. An appropriate prioritization code determines how the incident is handled by support tools and support staff. Prioritization is determined by the urgency of the incident and the level of impact.
Input Event information
Incident information
Incident Ticket
Output Prioritized Incident Ticket
Associated Artifacts Incident Ticket
Responsible Role Incident Management Analyst
Accountable Role Incident Management Manager
Consulted Role None Listed
Informed Role Customer
Tools and Websites None Listed
Standards OI&T Incident Management Process Document
More Info Service Management Tools are used in this process.
Incident Management 20
Process Activity Name: INM-07 Perform Initial Diagnosis Concurrent Activities INM-04 Log Incident
And
INM-05 Categorize Incident
And
INM-06 Prioritize Incident
Previous Activities INM-03.03 Validate User Contact Record
Or
INM-03.04 Create User Contact Record
Next Activities INM-08 First Contact Resolution?
Description The Incident Management Analyst performs initial diagnosis. If the incident has been routed to the service desk, the Service Desk Analyst carries out initial diagnosis, tries to discover the full symptoms of the incident, and tries to determine exactly what has gone wrong and how to correct the incident. The Service Desk Analyst tries to resolve the incident while the user is still on the telephone, closes the incident if the resolution is successful, or escalates the incident. If the incident is escalated, the Service Desk Analyst provides the user the incident reference number and escalates the incident to the appropriate assignment group.
Input Event information
Incident information
Incident Ticket
Output Incident Ticket (Updated)
Associated Artifacts Incident Ticket
Responsible Role Incident Management Analyst
Accountable Role Incident Management Manager
Incident Management 21
Consulted Role Incident Management Assignment Group
Informed Role Customer; Stakeholders
Tools and Websites None Listed
Standards OI&T Incident Management Process Document
More Info Known Error Database and Service Management Tools are used in this process.
Process Activity Name: INM-08 First Contact Resolution? Previous Activities INM-04 Log Incident
Or
INM-05 Categorize Incident
Or
INM-06 Prioritize Incident
Or
INM-07 Perform Initial Diagnosis
Next Activities If "Yes":
INM-17 Close Incident
Or
If "No":
INM-09 Escalate Incident
Description The Incident Management Analyst determines if there is a First Contact Resolution (Yes) or not a First Contact Resolution (No).
Responsible Role Incident Management Analyst
Accountable Role Incident Management Manager
Incident Management 22
Consulted Role None Listed
Informed Role None Listed
Process Activity Name: INM-09 Escalate Incident Previous Activities INM-08 First Contact Resolution?
Next Activities INM-10 SWAT Eligible?
Description The Incident Management Analyst escalates the incident. There are potentially two types of escalation.
They are Functional and Hierarchical.
- Functional Escalation. As soon as it becomes clear that the Service Desk is unable to resolve the incident itself, the incident is escalated to the appropriate assignment group.
- Hierarchical Escalation. If incidents are of a serious nature, the appropriate IT managers, Senior OIT Leadership, and appropriate VA Leadership must be notified. Hierarchical escalation is also used if the Investigation and Diagnosis’ and ‘Resolution and Recovery’ steps have taken too long or proven too difficult.
Input Recorded Incident Ticket
Output Incident Ticket (Updated and Escalated)
Associated Artifacts Incident Ticket
Responsible Role Incident Management Analyst
Accountable Role Incident Management Manager
Consulted Role Incident Management Assignment Group
Incident Management 23
Informed Role Customer; Stakeholders
Tools and Websites None Listed
Standards OI&T Incident Management Process Document
More Info The incident may be escalated to Problem Management, IT Service Continuity Management, or other processes at any time during this activity.
If an Incident Ticket is escalated to the Problem Management process a new Problem Ticket Number is assigned.
Service Management Tools are used in this process.
Process Activity Name: INM-10 SWAT Eligible? Previous Activities INM-09 Escalate Incident
Next Activities If "Yes":
INM-11 Convene Swift Action and Triage
Or
If "No":
INM-12 Investigate and Diagnose
Description Incident Management Analyst determines if the incident is Swift Action Triage (SWAT) eligible (Yes) or not eligible (No).
Responsible Role Incident Management Analyst
Accountable Role Incident Management Manager
Consulted Role None Listed
Incident Management 24
Informed Role None Listed
Process Activity Name: INM-11 Convene Swift Action and Triage Previous Activities INM-10 SWAT Eligible?
Next Activities INM-12 Investigate and Diagnose
Description The Swift Action and Triage (SWAT) Commander convenes a Swift Action Triage (SWAT) team if the incident cannot be resolved at Tier 1 and the impact and urgency of the incident are defined as 'critical' or, certain high visibility incidents.
The Swift Action and Triage (SWAT) Commander, or designee, sends a meeting invite to the members of the SWAT Team to join an on-line meeting to troubleshoot and restore service from each functional workgroups perspective.
Once service is restored a Problem Management ticket is opened by the National Service Desk.
Input Recorded Incident Ticket
Output After Action Report
Incident Ticket (Updated and Escalated)
Associated Artifacts Incident Ticket
Responsible Role Swift Action and Triage Commander
Accountable Role Incident Management Manager
Consulted Role None Listed
Informed Role None Listed
Incident Management 25
Tools and Websites After Action Report Portal
Standards Incident Management Swift Action and Triage (SWAT) Standard Operating Procedure (SOP)
OI&T Incident Management Process Document
More Info None Listed
Process Activity Name: INM-12 Investigate and Diagnose Previous Activities INM-10 SWAT Eligible?
Or
INM-11 Convene Swift Action and Triage
Or
INM-16 Resolved?
Next Activities INM-13 Change Required?
Description The Incident Management Assignment Group investigates and diagnosis the incident. The assignment groups involved with the incident handling investigates and diagnoses the Incident Ticket. All activities should be fully documented in the incident record so that a complete historical record of all activities is maintained at all times. An investigation is likely to include such actions as:
- Establishing exactly what has gone wrong or being sought by the user.
- Understanding the chronological order of events.
- Confirming the full impact of the incident, including the number and range of Users/Veterans affected.
- Identifying any events that could have triggered the incident.
- Knowledge searches looking for previous occurrences by searching previous Incident/Problem Records and/or Known Error.
Incident Management 26
- Databases or manufacturers’/suppliers’ Error Logs or Knowledge Databases.
- Reviewing changes made to CI or Service.
Input Incident Ticket
Known Errors
Known Similar Incidents
Output Incident Ticket (Updated)
Request for Change
Associated Artifacts Request for Change
Incident Ticket
Responsible Role Incident Management Assignment Group
Accountable Role Incident Management Analyst
Consulted Role None Listed
Informed Role Incident Management Manager; Stakeholders; Customer
Tools and Websites None Listed
Standards OI&T Incident Management Process Document
More Info The incident may be escalated to Problem Management at any time during this activity, if needed.
Change Management Tools, Known Error Database, and Service Management Tools are used in the process.
Incident Management 27
Process Activity Name: INM-13 Change Required? Previous Activities INM-12 Investigate and Diagnose
Next Activities If "Yes":
INM-14 Resolve Incident
Or
If "No":
INM-16 Resolved?
Description The Incident Management Assignment Group determines if a Change is required (Yes) or not required (No).
Responsible Role Incident Management Assignment Group
Accountable Role Incident Management Analyst
Consulted Role None Listed
Informed Role None Listed
Process Activity Name: INM-14 Resolve Incident Previous Activities INM-13 Change Required?
Next Activities INM-15 Change Management
Description The Incident Management Assignment Group resolves the incident. When a potential resolution has been identified, the fix is tested, properly documented, and approved before it is applied. The specific actions that are undertaken and the people who are involved in taking the recovery actions may vary, depending upon the nature of the fault.
Input Incident Ticket
Output Incident Ticket (Updated and Resolved)
Incident Management 28
Request for Change (if needed)
Associated Artifacts Request for Change
Incident Ticket
Responsible Role Incident Management Assignment Group
Accountable Role Incident Management Manager
Consulted Role None Listed
Informed Role Incident Management Analyst; Customer; Stakeholders
Tools and Websites None Listed
Standards OI&T Incident Management Process Document
More Info The incident may be escalated to Problem Management at any time during this activity, if needed.
Change Management Tools and Service Management Tools are used in this process.
There is a flow from the Incident Management Process into the Change Management Process.
Process Activity Name: INM-15 Change Management Previous Activities INM-14 Resolve Incident
Next Activities If "Navigate to CHG":
Change Management Process
Or
If "Remain in INM":
INM-16 Resolved?
Incident Management 29
Description A Request for Change (RFC) was created and then processed in the flow to the Change Management Process. Upon completion of processing the RFC, there is a flow back into the Incident Management Process.
Input Request for Change
Output Successful Implemented Request for Change records from the CHG Process
Associated Artifacts None Listed
Responsible Role Incident Management Assignment Group
Accountable Role None Listed
Consulted Role None Listed
Informed Role None Listed
Tools and Websites None Listed
Standards None Listed
More Info None Listed
Process Activity Name: INM-16 Resolved? Previous Activities INM-13 Change Required?
Or
INM-15 Change Management
Next Activities If "Yes":
INM-17 Close Incident
Or
Incident Management 30
If "No":
INM-12 Investigate and Diagnose
Description The Incident Management Assignment Group determines if the incident is Resolved (Yes) or not resolved (No).
Responsible Role Incident Management Assignment Group
Accountable Role Incident Management Analyst
Consulted Role None Listed
Informed Role None Listed
Process Activity Name: INM-17 Close Incident Previous Activities INM-08 First Contact Resolution?
Or
INM-16 Resolved?
Next Activities INM-18 PBM Candidate?
Description The Incident Management Analyst, or their designee, closes the incident. The Service Desk verifies that service to the Configuration Item or Service is restored and that the customer(s) are satisfied and agree the incident can be closed. The Service Desk ensures that the Incident Record is properly documented so that a full historic record, at a sufficient level of detail, is complete.
Input Incident Ticket
Output Incident Ticket (Closed)
Problem Ticket
Associated Artifacts Incident Ticket
Responsible Role Incident Management Analyst
Incident Management 31
Accountable Role Incident Management Manager
Consulted Role Incident Management Assignment Group
Informed Role Customer; Stakeholders
Tools and Websites After Action Report Portal
Standards OI&T Incident Management Process Document
More Info The incident may be escalated to Problem Management at any time during this activity. Escalation to Problem Management occurs if the applications are escalated to Swift Action and Triage Team, or if Senior Management wants an After Action Report which is assigned to Problem Management and designated Technical Representative.
Service Management Tools are used in this process.
Process Activity Name: INM-18 PBM Candidate? Previous Activities INM-17 Close Incident
Next Activities If "Yes":
INM-19 Problem Management
Or
If "No":
Process Ends
Description Incident Management Analyst determines if the incident is a candidate for the Problem Management Process (Yes) or not a candidate (No).
Responsible Role Incident Management Analyst
Accountable Role Incident Management Manager
Incident Management 32
Consulted Role None Listed
Informed Role None Listed
Process Activity Name: INM-19 Problem Management Previous Activities INM-18 PBM Candidate?
Next Activities If "Go to PBM":
Problem Management Process
Or
If "Stay in INM":
Process Ends
Description There is a flow from the Incident Management Process into the Problem Management Process to evaluate the incident, identify the severity as a problem, and to track the problem.
Input Incident Ticket
Output None Listed
Associated Artifacts None Listed
Responsible Role Incident Management Analyst
Accountable Role Incident Management Manager
Consulted Role None Listed
Informed Role None Listed
Tools and Websites None Listed
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