ca cloud service management: configuring incident management

ca Intellicenter

CA Cloud Service Management: Configuring Incident Management

Kevin Stewart

MCX02E #CAWorld

CA TechnologiesSenior Instructor

2 © 2014 CA. ALL RIGHTS RESERVED.

CA Communities


Technical Publications

Configure an incident management workflow.


Scenario—Overview

Tickets relating to possible viruses need to be routed to the IT Security group.

Tickets not initially identified as security-related need an option to re-route the ticket upon further investigation.

Service Targets need to be included in order to maintain service goals and objectives.– Time to acknowledge incident (all)–15 minutes

– Time to resolve incident (critical, virus security)–30 minutes


Session Objectives

After this session, you will be able to:– Describe how to design a

modified incident management workflow.


By being shown how to modify an incident management workflow, you will be able to adjust incident management workflows as needed

to suit your business requirements.

Definition of Incident Management

Information Technology Infrastructure Library (ITIL) defines an incident as any event that is not part of the standard operation of a service and can cause an interruption in or a reduction of the quality of the service.

The incident management process includes:– Incident detection and recording

– Classification

– Investigation

– Resolution

– Closure


Standard Incident Management WorkflowOverview

Incident tickets go through four phases: Acceptance, Diagnosis, Investigation and Closure. The standard incident ticket starts with a ticket template and is moved through the workflow using auto routes and workflow actions.


Workflow—Terms and Definitions

Following are the commons terms used to define the steps and actions used

when defining ticket management workflow:

Ticket Template – Form pre-filled with data typical for different types of common problems

Auto Route – Set assignment of tickets and initiation of workflow actions on a ticket

Phase – Stage within the lifecycle of a ticket at which Workflow Actions can be selected or Approval Phases triggered

Workflow Actions – Set of actions that can be performed on a ticket

Reason Code – Reason for action or stage within the lifecycle of a ticket


Standard Incident Management WorkflowAgent Path:


Standard Incident Management WorkflowWeb Path:


Workflow Design Best Practices

Keep in mind the following best practices when modifying or creating a workflow:

Develop a workflow in phases:

– Design

– Attributes and required fields

– Communications

– Permissions

For workflow testing:

– Include the administrator in modified or new workflows.

– Make sure a Delete Ticket workflow action is available.


Workflow Components Affected by the Scenario

Several standard incident management workflow components are affected:

Acceptance

Diagnosis

Investigation

Closure

Report Outage (Agent) TTSource = Agent

Incident Default (Agent) ARSource = Agent

Report Outage (Web) TTSource = Web

Incident Default (Web) ARSource = WebAccept New Incident WA

Assign For Investigation WA

Sec_Investigation

WACCTI = Security >> VirusPhase = Sec_Investigation

Resolve Incident WA

These abbreviations indicate:TT = Ticket TemplateAR = Auto RouteWA = Workflow Action

Raise a Security Incident TTSource = AgentCCTI = security >> Virus

ARSource = AgentCCTI = Security >> Virus


Application Setup Data for Incident Management Workflow

Before you create an incident ticket template, you must configure some setup data, such as groups for ticket assignment and additional fields for the ticket template and categorization.

CCTI on the Set Fields tab of the ticket template makes it possible to create a link to Custom Attributes.

Roles, group and users identified on the Permissions tab are used to define access to the ticket template.


RolesRoles are used to effectively manage permissions and customize the ticket view for users assigned to the role. Permissions assigned to a role are inherited by groups and users related to that role.

Groups assigned to the Incident Management role inherit permissions assigned to the role


CCTI—Categorization

Categorization is the structured grouping of records in a four-level hierarchy of CCTI.

CCTI’s provide four levels of categorization which create related record links in addition to categorization


Custom AttributesCustom Attributes are used to gather additional information.

Entries can include text input and predefined values.

Attribute Type specifies the value that the field will accept.


Custom Field Templates

Custom field templates map the CCTI of a ticket to the attributes that the ticket will inherit.

The following screenshot shows the attributes that will be inherited by the ticket and will be grouped under a section header.

The two virus-related fields will be:


Ticket TemplateNow that you have set up the preliminary application data for a security incident ticket, you can create the ticket template.


Auto Routes

When a ticket is saved to the database, an auto route is run, which assigns the group and initiates the work flow.

One purpose of an auto route is to set field values within the ticket


Workflow ActionsWorkflow Actions help to move the ticket through the defined ticket lifecycle.

When matching conditions are met and permissions are validated, the workflow action appears on the Actions menu of the ticket.


Workflow ActionsSpecial Function

Predefined Special Functions execute actions common to the ticket lifecycle.

Predefined Special Functions include Assign to Individual, Accept Assignment, Create Problem, Relate to Global Issue.


Service Level TargetsService-level management involves setting up SLAs to define services and the levels at which they must be provided.

The Matching Criteria tab identifies the tickets that will be measured by this service target.

The Threshold Rules tab identifies the warning and violation limits beyond which actions will be run.


Session Summary

You can now describe how to design a modified incident management workflow.


For More Information

To learn more about Management Cloud,

please visit:

http://bit.ly/1wEnPhz

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For Informational Purposes Only

© 2014 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.

This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty. Some of the specific slides with customer references relate to customer's specific use and experience of CA products and solutions so actual results may vary.

Terms of this Presentation

ca cloud service management: configuring incident management

Technology

ticket management workflow

standard incident ticket

incident management

incident management

incident detection

incident critical

workflow testing

initiation of workflow