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7.5.2.3 Scope of Incident Management Chapter 7 ■ Service Operations All services that are offered to customers come under the scope of the incident management process, including the enhancing and enabling services. The scope of the incident management process can be better explained through the following: • Disruptions to services reported by users by calling the service desk or using a web form to report it or other acceptable means such as chat, e-mail, and so forth • Disruptions to services reported by IT staff • Failure of CIs reported by IT staff that haven’t disrupted the service (due to redundancy) • Failure of CIs reported by event management tools • Threshold breach of CIs reported by event management tools • Anomalies detected by IT staff or potential incident cases (such as the hard drive filling up on a storage server) 7.5.2.4 Incident Prioritization Consider a real-life scenario of a company that employs 100,000 employees and there is a support team which of about 100 technicians. At any given time, around 1% of the employees raise incidents for issues faced by them—1,000 tickets. So you have 100 IT staff to handle 1,000 incidents. They cannot handle them all at the same time. They need to pick and choose which ones to work on first and follow up with the rest. How do they pick and choose? The answer is in prioritization of incidents. Not all incidents carry the same weight in terms of their impact and urgency. Some are more urgent, some cause more impact than others, some may not be urgent, and some are neither grossly affecting nor urgent. To state some examples: • Finance application at the end of the month will cause a major impact and it needs to be fixed urgently • Finance application in the middle of a month will cause major impact but it may not be urgent • The PDF viewer not displaying in the right format for a single user is low impact and not urgent • Network connectivity for an entire floor of business users causes a great impact and is urgent • The e-mail application not working for a VIP user is low impact but is very high on the urgency list 165
Chapter 7 ■ Service Operations Incident priority therefore can be determined based on impact and urgency: Incident Priority = Impact × Urgency Impact refers to the business impact, which is definitely a factor that drives the incident priority. Business impact normally refers to the following: • Financial losses • Productivity losses • Loss of reputation • Regulatory or legislative breaches Urgency is a measure of how quickly or how swiftly the incident needs to be resolved. It may demand a majority of the staff be dedicated to a particular incident immediately or indicate resolution when IT resources become available. To determine the priority of an incident, let’s imagine a 3×3 matrix for deriving the incident priority based on impact and urgency, as shown in Figure 7-2. IMPACT High Mid Low High 1 2 3 URGENCY Mid 2 3 4 Low 3 4 5 Figure 7-2. Incident priority matrix As per the matrix, a high impact and a high urgency incident would be classified as priority 1. A medium impact and urgency incident is prioritized as 2, and so on. The matrix shown here is too simple to be used in the real world. There are far too many permutations and combinations to consider in rating the priority of an incident, but the principle is the same. Response SLA is the target set for technicians to respond to incidents, say by acknowledging and accepting the incident in their respective queues. For example, an incident was logged at 10 A.M. and the defined response SLA is 30 minutes. In this case, the technician is expected to accept the incident before 10:30 A.M. Resolution SLA is the target set for technicians to resolve incidents. For example, an incident was logged at 10 A.M. and the defined resolution SLA is one hour. In this case, the technician is expected to resolve the incident before 11 A.M. Now that we have the priorities considered and determined, each of the priorities comes with its own set of response and resolution SLAs. These SLAs are drawn during the 166
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Become ITIL Foundation Certified in
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Become ITIL Foundation Certified in
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Contents at a Glance About the Auth
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■ Contents 1.8 Internal and Exter
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■ Contents ■Chapter ■ 4: Serv
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■ Contents 6.4 Service Transition
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■ Contents ■Chapter ■ 9: ITIL
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About the Technical Reviewer Sumit
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Preface When my first book, Communi
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CHAPTER 1 Service Management as a P
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Chapter 1 ■ Service Management as
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Chapter 2 ■ Generic Concepts 2.2.
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Chapter 3 ■ ITIL Service Lifecycl
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3.2 ITIL Roles Chapter 3 ■ ITIL S
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3.2.6 Generic Role: Process Practit
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CHAPTER 4 Service Strategy A strate
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4.1.4 Patterns Chapter 4 ■ Servic
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Chapter 4 ■ Service Strategy Figu
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4.6.1.2 Risk Analysis Chapter 4 ■
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Chapter 9 ■ ITIL Foundation Exam
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Index A Access management and info
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■ INDEX definition, 108 objective
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■ INDEX J JAVA team, 190 K Key
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■ INDEX Service catalog managemen
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■ INDEX OR gate, 19 parts, 20 per
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