Compliance to ITIL Guidelines

Euladox Helpdesk IM has been built to help you classify, prioritize and resolve issues faster. Read how it meets ITIL process guidelines

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What is Incident Management ?

Incident Management is responsible for handling all incidents.  These are classed as faults, bugs, failures or issues that have been reported by users / customers either via telephoning, sending an email, through a self-service portal or auto identification by by monitoring tools.

The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. ‘Normal service operation‘ is defined here as service operation within SLA limits.

What is an Incident ?

An unplanned interruption to an IT service or reduction in the quality of an IT service. A broken printer or a PC that doesn’t boot properly are incidents. Failure of a configuration item that has not yet impacted service is also an incident, for example failure of one disk from a mirror set.

According to ITIL, there is a difference between an Incident and a Service Request. Service Requests are standard requests from users, e.g. password resets. Service Requests are no longer fulfilled by Incident Management; instead there is a new process called Request Fulfillment.

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Benefits of Implementing Incident Management

A successfully implemented incident management system will :

  • Reduce the unplanned cost of your IT service staff by minimizing the number of incident tickets
  • Decrease downtime with faster incident detection and resolution over time.
  • Increase productivity across your organization by restoring operations quickly
  • Improve user satisfaction
  • Decrease the impact on business and end users with enhanced monitoring
  • Reduce lost incidents

Classification of Incidents

Incident handling needs to be prioritized. For this they need to be classified. The classification of incidents is based on the following elements:

  • Impact: based on the scope of an incident’s effects
  • Urgency: based on how quickly an incident will begin to have an effect on the system
  • Timescales: based on Service Level Agreements (SLAs) that have been agreed to between the IT and business
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Categories of Urgency

Category Description
High (H)
  • The damage caused by the Incident increases rapidly.
  • Work that cannot be completed by staff is highly time sensitive.
  • A minor Incident can be prevented from becoming a major Incident by acting immediately.
  • Several users with VIP status are affected.
Medium (M)
  • The damage caused by the Incident increases considerably over time.
  • A single user with VIP status is affected.
Low (L)
  • The damage caused by the Incident only marginally increases over time.
  • Work that cannot be completed by staff is not time sensitive.

 

Categories of Impact

Category Description
High (H)
  • A large number of staff are affected and/or not able to do their job.
  • A large number of customers are affected and/or acutely disadvantaged in some way.
  • The financial impact of the Incident is (for example) likely to exceed $10,000.
  • The damage to the reputation of the business is likely to be high.
  • Someone has been injured.
Medium (M)
  • A moderate number of staff are affected and/or not able to do their job properly.
  • A moderate number of customers are affected and/or inconvenienced in some way.
  • The financial impact of the Incident is (for example) likely to exceed $1,000 but will not be more than $10,000.
  • The damage to the reputation of the business is likely to be moderate.
Low (L)
  • A minimal number of staff are affected and/or able to deliver an acceptable service but this requires extra effort.
  • A minimal number of customers are affected and/or inconvenienced but not in a significant way.
  • The financial impact of the Incident is (for example) likely to be less than $1,000.
  • The damage to the reputation of the business is likely to be minimal.

Based on the Impact & Urgency, a ‘Priority’ level is set for each Incident

Categories of Priority

 

Impact
H M N
Urgency H 1 2 3
M 2 3 4
L 3 4 5
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Compliance to
ITIL Incident Management Features

ITIL Incident Management Guidelines Euladox Helpdesk IM Compliance
Manual Incident record creation
Unique Incident Record
Updation of Incident Record with date and time stamp
Employee / Customer Details Recorded
Recording of incident description
Tagging of Assets to Incident
Incident Status
Incident Categorization
Incident Prioritization
Manual Priority Override
Incident Assignment
SLA Based Escalation
Recording of incident resolution
Recording of Incident closure
Native Management Reports without need of additional software to be purchased
Audit Trail of all activities on an incident
Incident Models with SLA thresholds
Users access to incident information / Incident Tracking
Customer Satisfaction Survey
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