Incident Management
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The document outlines the incident management process utilizing Remedy, a tool developed by BMC Software for logging and monitoring customer issues through incident management tickets. It details procedures for classifying, resolving, and documenting incidents, including roles, categorization methods, and specific guidelines for handling records and communications effectively. Key objectives include rapid resolution of service events and maintaining communication with customers, alongside monitoring incidents to prevent recurrence.
Incident Management
- 1. Incident Management Rajendra Kumar Bsc-IT III Sem. Business/Entity/Circle confidential
- 4. REMEDY is a customer relationship tool which can be used to log / monitor the issues or problems faced by customers by the means of incident management tickets. Each ticket is like an incident (problem) which is created by helpdesk and assigned to relevant support team. Concerned support team member take the ownership of the ticket and updates the work log (troubleshooting steps performed during the course of action) Also , it can be used to monitor Service Requests / change management ( Change Requests) and problem management. It’s developed by BMC software
- 5. 1. Foundation Data 2. Incident Management 3. Problem Management 4 Asset Management 5. SLM Management 6. Change Management 7. Release Management
- 6. Key Data Structures of Foundation Organizations Locations Site Groups (Clusters) Support Groups Operational Categorization Product Categorization Resolution Categorization People Profiles Assignment Summary
- 7. Goals: Resolve the service event as quickly as possible, at least within the targeted time as documented in the Service Level Agreement Maintain a constant stream of communication between the IT organization and their customer about the status in relation to a service event Evaluate an incident to determine whether it is likely to reoccur or is the symptom of a chronic problem. If so, inform a Problem Manager about this
- 8. I ncident detection and recording Classification and initial support Investigation and diagnosis Resolution and recovery, Incident closure Incident Control Incident ownership, monitoring, tracking and communication In many organizations roles may be combined because of the small size of the organization or because of cost. Within Incident management we recognize the role of Incident Manager and the role of Incident Management staff.
- 9. Daily reviews of individual Incident and problem status against service levels Weekly and Monthly management reviews
- 10. 10 Incident Lifecycle • General Incident Policy – The New state is only used when no assignment information is provided – The Assigned state is only used when assignment information is specified manually – All other states can only be used initially by the Incident Assignee
- 11. Incident States (Status Values) represent the progression of the incident through its lifecycle Transitions between certain states can be permitted or denied Each Status Value can have associated Status Reasons to further describe the actual state of the incident Status Reasons are required when the Status is Pending Resolved
- 12. To Change the Password of Remedy Click on My Profile to Change the Password
- 13. Change the Password from My Profile Click on Login Access Details & Change the Password, After put the New Password Click on Save Button
- 14. Response-”Yes” Click on Response “Yes” after conversation to Customer
- 15. After Click on Response ‘Yes” Responded Date is Updated in Date System. Responded Date is Updated.
- 16. User Service Type in Classification Tab Checked the User Service Type User Service Type on the basis of Summary Mentioned the FT Number if you have received the Call for External Customer or ALUMS Project
- 17. Status Changed as in In Progress… User Service Type on the basis of Summary Changed the Status Update the Working “In Progress” Log whenever you change the status
- 18. User Service Type Definitions… A) User Service Request : Calls pertaining to system shifting, RAM / Upgradation, Document scanning, etc. This refers non-service affecting to the users. Any type of Service request which will be Raised by Customer. These calls will not have any SLA. B) User Service Restoration : Calls pertaining to unlocking / resetting the users password, certifying the LN IDs, Restoration of Applications / SWs which triggered to re-installations, etc. Any type of Calls which will be effect to Services of User's it will comes under in User Service Restoration. This will have SLAs C) Infrastructure Restoration: Calls pertaining to HW changes, replacements, repairs, etc - these should be triggered to Incident-CI relationships. This will have SLAs. D) Infrastructure Event :Calls pertaining to Planned Events, Maintenance of WAN equipment. This will not have any SLAs
- 19. Product Categorization-If call is Related to R-Connect , Update the Product Categorization Update the Product Categorization
- 20. Update the Effort Time whenever you update the Work Log for Engineer Utilization
- 21. Assignment Logs You can Check the No of Assignees, Assignee Effort Duration from Assignment Log
- 22. When we put the Call in Pending Status Only 3 Reasons to Put the Call in Pending Status which is mentioned below..... 1. If Customer is not available. 2. Some Power Failure at Customer Location. 3. Hardware Failure (Not in our Scope)
- 23. When we put the Call in Pending Status If Call is in Pending Status, Update the Correct Status Reason
- 24. SLM: You can check the SLM of Call from this Tab
- 25. Vendor Details-If Call is Related to Vendor Fill all Vendor Details in Vendor Tab Fill Vendor Details Whenever Vendor will Responded, Update the Vendor Responded Date
- 26. Resolution & Resolution Method: Update the Proper Resolution Select the Proper Resolution Method.
- 27. Resolution Method Types & Definations: A) On Site Support : If Call is related to Field Visit, Select this resolution Method, In this you have to create the Task & Update the Financial Tab. Financial Tab: A) Self Service: If you have received the call & Customer get the Solution automatically or our self, this resolution will be use in this case. B) Service Desk : This Resolution for Service Desk Only, Don’t Use this. C) Remote Control : If you have done the call Remotely (E.g. VNC, or Net meeting)In this case you have to Select this Resolution Method D) Telephonic Support : If you will provided the Solution over phone. E) Base Location Support : If you have received the call of Base Location ,whereas Engineer Sitting. 1) In Case of R-Connect or HSD, Customer make the Visit at Engineer base Location , this Resolution Method will be Use. 2) In Case of you have received the 4 Calls for Other Location, you will create the Task for One Incident & rest of Calls will be Closed with Base Location Support Resolution Method & mentioned the Task ID in rest of 3 Calls in Working Log for reference. A) FTR: This will be use for NHQ only.
- 28. Resolution Categorization Resolution Product Categorization Update the Resolution Categorization Update the Resolution Product Categorization
- 29. Resolution Categorization & Resolution Product Categorization A) Resolution Categorization: This will be update in Hardware Replacement, Upgrade or In Repair Case only. B) Resolution Product Categorization: Same as above
- 30. CI Relationship with Incident Customer CI is getting Populated in Customer CI’s if you have CI ID which have Hardware Problem , you can Relate the CI from this Tab.
- 31. CI Relationship with Incident Click on Relate button for Relate the CI to Incident
- 32. CI Relationship with Incident A) CI Relationship with Incident: 1) Case -1: If Customer is belong to RCOM or ALUMS or Internal Project & CI have a Hardware Problem & we will be replaced the hardware or repair the hardware. CI will be Relate with Incident. 2) Case-2: If Customer is belong to Enterprise, ATM Business, ADAG In this case we have to relate the CI with every Incident. B) CI related with Incidents due to hardware replacements or Upgradation should match with the selected "Resolution product categories".
- 33. Task creation: If you will be Resolved the Call with Onsite Support Resolution Method & you will not create the Task , It’s Given Error
- 34. Some Guidelines to Resolve the Incident 1.Response : When we received the incident , we must have to Response "Yes" & Update the Work Log. (It's mandatory) 2. Incident Status: Don't Close the Incident in Remedy , You can Leave the Status as Resolved only. it will closed automatically after 48 Hrs.(This is applicable for all Projects) 3. Summary : Choose the Correct Summary if CSD has logged with Wrong Summaries. Engineer have a rights to update the summary in Remedy. (This is Applicable for All Projects) 4. CI Relation: For Enterprise, ADAG & ATM Projects , you must have to relate the CI with Incident. CI related with Incidents due to hardware replacements or Upgradation should match with the selected "Resolution product categories". 5. Service Type: For External Customer Calls if we have received the request related calls, you can select the User Service Type in Service Type (For User Service type Remedy will not display the SLA.) For Internal Projects we have to Select Proper Service type for Calculating the Actual TTR in Remedy.
- 35. Some Guidelines to Resolve the Incident 6. OPS Categorization: In Classification Tab Select the OPS Categorization according to Summary. 7. Product Categorization : n Classification Tab If call is related to HSD & R-Connect Related Please select the Product Categorization. 8. Clarity/ Clarify TT : In Classification Tab Mentioned the FT Number if Call is related to External Customer. 9. Worklog : Update the Proper Work Log in Incident. If call is in Pending Status , Work Log is mandatory for that, why it's Pending? & we have to update the Worklog on time to time whenever we will be resolve the Incident. If we have to attached some snapshots that is better for clear understanding of Incident. 1. Incident summaries and Categories should be minified at the time of responding the incidents not at the time of Resolving the same. 2. While changing the status every time there should be the related work info notes need to be updated every status. 10. Vendor : For RMS & RWSL Incidents if we have received the Hardware Related Calls we will kept the call in Pending & Select the Vendor Company as WWEBusiness & WWBusiness. so that NHQ will be segregated these calls in Reports. Incidents will remains in IMSG`s bucket till we provide the vender Quotation for Repairing or Replacement of faulty asset of both RMS & RWSL as Vender coordination is falls under our scope.
- 36. 11. If Incident is Related to Vendor , put all details in Vendor Tab.('Vendor Company''Vendor Organization''Vendor Group+''Vendor First Name+''Vendor Last Name+''Vendor Phone+''Vendor Email'''Vendor Ticket Number''Reported to Vendor Date+''Vendor Responded Date+''Vendor Resolved Date+') 12. Resolution Method: For All External Customer Calls Select the On site Support Resolution Method. For Internal Projects depend upon call Resolution method we will select the Proper resolution Method. 13. Resolution: Put the Proper Resolution while resolving the Incident. If we have close the call physically in one shot, we do not need to put the Call in In Progress Status , we can directly Resolve the Call from Assigned to Resolved. 14. Resolution Categorization: If Incident is Related to Hardware Replacement, Upgrade ,we must fill the Resolution Categorization. 15. Customer Information : All incidents logged by the IMSG engineers for any activity for RCOM / RWSL / RMS / Alums Projects , Customer will be the person who has assigned the same task to that engineer form IMSG Team he him self will be the customer of there own.
- 37. Thank You….