Incident Management

Incident Management process is supported by a SM workflow cartridge that enables the execution of the process according to the ITIL and ISO/IEC 20000 guidelines.

Of course the preconfigured process (the workflow cartridge) is just an accelerator and the tuning / completion of the initial configuration will still be required. To this aim, the Workflow Engine guide may be useful.

IMPORTANT NOTE: the configuration below is only one of the possible configuration to deal with the incident management process. The need for a different behaviour of the process may be fulfilled by simple changes of the configuration.

Operational model

The preconfigured process has the objective to facilitate and support the resolution of incidents or the provision of workarounds. At the core of the process configuration is the following operational model.

Incident Management operational model

The requester requires to open an incident by contacting the service desk. One of the members of the service desk takes the request in charge,

becoming the owner of it, and starts to manage it. The owner may find a workaround and/or solution for the incident and, therefore, may close it. Alternatively, the owner may not be able to find any solution or workaround and may need to involve technical staff to investigate and find it. In such a case, he/she will route to the technical staff the incident, still remaining accountable for it. In other words, the service desk alwasy acts as a single point of contact (SPOC) for the requester.

Roles

For this process, the following organizational roles are defined:

Organizational role	Description	itmSUITE® role mapping
Requester	Opens incidents on behalf of himself/herself or for a third party Monitors the resolution of the incidents Confirms that the incident is closed	This role is mapped on a system resource with user of user type "Requester". The login identifier of this user is "FinalUser".
Service desk member	Also known as First Line Support, it is the Single Point of Contact (SPOC) for the requester This group receives the notifications of all the incidents opened One of the members decides to deal with the incident and takes the incident owner role	This role is mapped on a system resource with user of user type "Resource". The login identifier of this user is "SDSpecialist". The resource is also member of the "Service Desk" solution group.
Service desk manager	Overviews and coordinates the service desk	The role is assigned to the service desk member, user "SDSpecialist", who is also member of the "Service Desk"solution group and is set as solution group manager for it.
Incident owner	Role taken on by someone who is part of  the service desk team Offers initial support and attempts to resolve the incident Activates escalation/ routing/ requests Manages all the communications with the requester Watches over and monitors the incident along all its lifecycle ensuring target service levels are achieved Checks the implemented resolution and sets the incident to complete If needed, closes the incident	The role is set to the service desk member who takes in charge the incident.
Technical team member	He/she receives the notification on the assignment of the incident to his/her team and assigns the who is going to work on it Carry out the Incident ticket analysis Define action for the resolution of the problem Track the action being taken to resolve the specific Incident ticket on the Incident Management system, attaching all documents and necessary information	"Henry" refers to the content Henry of a field, for example Name.
Technical team manager	Receives the notification on the assignment of the incident to his/her team in order to find a resolution or workaround for it Assign the member of his/her team who should work on it (this can be done by setting the ticket worker or creating and assigning ticket activities) Watches over and monitors the work of his team	There are several technical teams predefined for different domains. The following tables shows which users are set as solution group manager for each domain. Domain Solution group Solution group manager Application management Solution group members of "Service Desk" Alert that there is an incident to manage. Server Management The incident creator Alert that someone has started to work on the incident. Network Management Solution group manager Alert that there is a resource to allocate to manage the incident.
Service manager	Bold and underlined	Relevant text.

Process

Including related processes.

Notifications

Trigger	Recipients	Purpose
An incident is opened	Solution group members of "Service Desk"	Alert that there is an incident to manage.
An incident is taken in charge	The incident creator	Alert that someone has started to work on the incident.
A solution group is assigned or changed for the incident	Solution group manager	Alert that there is a resource to allocate to manage the incident.

Examples of use

Try the following sequence:

(table with steps, etc.)