GITOS Incident Management Training

Presentation on theme: "GITOS Incident Management Training"— Presentation transcript:

Slide1
GITOS
Incident Management Training
Resolver Group
ITSM 7.6.04
Slide2
Objectives
Upon completion of this course, the participant
will
be

able to:
Understand the main features of the Incident Management Console
Describe the procedure to
modify

and search for
Incident
tickets
Describe the procedure to resolve Incident
tickets
Slide3
Agenda
Introduction
The Incident Management console
Working
with
IncidentsReviewing an IncidentThe In Progress processUpdating an IncidentThe Re-Assignment processResolving an Incident
Searching
for Incidents
Frequently Asked Questions
Specifying Relationships
Accessing On-line Help
Slide4
Introduction
Incident Management -
Resolver
Training
ITSM
7.6.04
Slide5
Overview - Introduction
In this section we will look at:
The Incident Management Process
Opening the ITSM tool
The IT Home Page
Slide6
The Service Desk provides Level 1 user support and is responsible for creating and working on Incidents in ITSM
Resolvers function as the Level 2 and/or Level 3 Support Staff
and are
responsible for resolving Incidents assigned
to their group by the Level 1 Service Desk
Slide7
As an efficient Resolver you will:Locate and work on
Incident
tickets
that have been assigned to your team (
Work Group
)Manage the Incidents list of your Resolver GroupResolve or re-assign Incidents as required to meet resolution expectations for Service Level AgreementsThe Incident Management Process
Slide8
Upon Receiving a Notification mail for new Incidents that have been assigned to your group: Login to the ITSM tool with your credentials
On the next slides we will look at
-
How to open the application
-
What you can find on the Home Page of the tool after logging onThe Incident Management Process
Slide9
Below you can see the
logon screen of
the ITSM 7.6.04 tool
Slide10
After logging on to ITSM, the IT Home Page is displayed:
The IT Home Page
Slide11
Features of the IT Home Page:The Home Page allows
you
to control the information that
is displayed on the Home Page
-
You can add 4 live-content panels to the Home PageCollapsible Applications Menu allows you to quickly access different functionalities and consoles of ITSM - You can save time when opening a console, as the Applications Menu is accessible from all consolesEach console opens

in the same browser
window

(tab
)
- To
open a console in a new browser
window
you can alternatively u
se
:

Shift +
Click
The IT Home Page
Slide12
Customizable
Live Content Panels
Collaps
i
ble
Applications
Menu
t
o access the available consoles in ITSM
Links for Home, Forward and Backward Navigation
The IT Home Page
Slide13
How to customize which panels appear on the IT Home Page?Click on the Add content to layout button in the top right corner of the screen
The IT Home Page
Slide14
Open the dropdown menu in the Show field to select what option you would like to view in each panel
The IT Home Page
Slide15
Page 15
You can remove any unnecessary panels by using the Close button in the top right corner of the panel
The IT Home Page
Slide16
Once you are finished with customizing the Home Page view, click on the Save Current Layout button This way you will see the same view the next time you visit the Home Page
The IT Home Page
Slide17
Review - Introduction
In this section we have looked at:
The IT Home Page
Slide18
Incident Management - Resolver Training
ITSM
7.6.04
Slide19
Overview – The Incident Mgm
t console
How to access the Incident Management console
Parts of the Incident Mgmt
console windowUsing the Navigation buttonsThe Counts section and the Incidents listThe Show and Filter By options
The Quick Actions option
Slide20
The Incident Management console is accessible from the IT Home Page
Open the Applications Menu on the left
handside
Select the IM Console or the New Incident form
How to access the Incident Mgmt console
Slide21
The
Counts section shows

the number of
I
ncidents for various categories
Links for Home, Forward
&
Backward Navigation
and Recent List
The View Broadcasts button displays the current broadcast messages
c
onsole window
Slide22
The Home button brings you back to the IT Home Page
The Recent List button allows you to see the list of tickets you were working on recently
The usage of the
Home
, Forward
&
Backward Navigation
and
the Recent List buttons help you navigate easily through the ITSM tool
The Backward button brings you back to the window you visited previously
The Forward button brings you back to the window you were viewing before using the Backward button
Using the Navigation buttons
Slide23
The Counts section displays real-time statistics and provides direct access to customizable Incident lists
You can see up-to-date ticket statistics in the Counts section
When you click on any of the available buttons in the Counts section, the Incident list updates the displayed tickets accordingly
The Counts section and the Incidents list
Slide24
The statistics displayed in the Counts section can be customized by using the Show and Filter By filtering options
When you change the values in the Show and Filter By fields, the statistics displayed in the Counts section and the Incidents list are updated immediately
The Counts section and the Incidents list
Slide25
The Show and Filter By options appear on the top of the Incidents listThese options allow you to perform quick searches
The results of your searches will be displayed to you directly in the Incidents list
These are the available options in the Show drop-down list:
The Show and Filter By options
Slide26
Below you can see the available options in the Filter By field:
Slide27
You can also use the More Filters option to specify further filtering options for the Incidents list
Slide28
You can quickly perform various actions by using the Quick Actions menu, without having to open the Incident itself
“
Assign to Group Member” allows you to specify one of the members of your Assignment Group as the Assignee of the Incident
“
Assign to Me” allows you to quickly assign the Incident to yourself
“
Incident Closure” allows you to move
a Resolved Incident in the Closure phase
The Quick Actions option
Slide29
Review – The Incident Mgmt console
How to access the Incident Management console
c
onsole windowUsing the Navigation buttonsThe Counts section and the Incidents listThe Show and Filter By optionsThe Quick Actions option
Slide30
Working with Incidents
ITSM 7.6.04 Upgrade Awareness Training
Slide31
Reviewing an Incident
In this section we will look at how you can work with Incident tickets during your everyday work
The current section will cover the full lifecycle of the ticket handling process, including:
The In
Progress processUpdating an IncidentThe Re-Assignment processResolving an Incident
Slide32
- Reviewing an Incident
Slide33
Where you can find useful information in Incident tickets
Which fields are necessary to be reviewed before starting to work on an Incident
What is the meaning of the fields you can find in an Incident
Slide34
All Resolvers working on Incident tickets are expected to review
the following fields
when starting to work on an Incident:
Customer
& Contact details
Notes & Summary Impact
, Urgency, Priority

Status
Work
Info
History

Assigned
Group
Resolution details
Relationships
Categorizations
Slide35
Incident Review Expectations
Customer
& Contact details:
The Customer field contains information about the affected user. The Contact field contains information about the secondary contact for this issue.
Notes &
Summary: To be informed about the original worklog provided in the IncidentImpact, Urgency and Priority: To understand
the current state of the Incident
Status
& Status Reason
:
T
he Incidents location in the Incident Lifecycle
Work Info History
:
To
see
all investigation and diagnosis, workaround, escalation, communication and resolution activities
that have been performed so
far
Slide36
Incident Review Expectations
Resolution
details
:
This field is populated only once the issue has been resolved, and contains information about the solution that resolved the issue
Assigned Group: To see which group is supposed to take the next action on the ticketRelationships: To identify all relationships to other ticketsCategorizations: To see the Operation and Product Categorization of the ticket
On the next slide we will take a look at where you can find these fields in the Incident ticket window
Slide37
Customer & Contact
details
Impact
, Urgency, Priority
Notes &
Summary
Status
Work
Info History
Resolution details
Relation-ships
Assigned Group
Slide38
Now we will look at further details about the fields that are necessary to be reviewed when working with Incidents
This will help you to understand the information displayed in the fields of the Incident tickets
Slide39
Customer & Contact details
The Customer field contains the name of the user who is affected
-
This field will always contain the name of a user
The Contact field can be used to indicate a 2nd contact person for the ticket
-
This field will only contain the name of a user if there was a 2nd contact person
Slide40
When clicking on the arrows in the top-right corner, you’ll see the Phone number and the Site of the Customer and/or the Contact
Slide41
Below you can find information about the functionality of the buttons next to the Customer and Contact fields
Customer Search: this button allows you to search for a customer in the system
View Contact details: this button allows you to view all the details of the current Customer / Contact (
including Corporate
ID and

Department)
Clear Contact : this button would clear the currently selected user from this ticket
Slide42
You can also temporarily change the Phone number and/or the Site of the Customer and/or the Contact if necessary
This will only affect the ticket that you are working on currently
On the next slide we will look at the steps you’d need to perform in order to be able to change the Phone number or the Site of the user
Slide43
Follow the below steps to change the Phone number or the Site temporarily in a ticket:
Click on the arrows in
the top-right corner
Click on the Edit button next to the field you would like to modify
Slide44
Notes & Summary
The Summary field contains a brief summary of the issue
The Notes field contains the initial work information from the group that created the ticket
To look at the full details of the Notes section: click on the button next to the Notes field
Slide45
Impact, Urgency & Priority
These fields provide information about the business criticality of the issue that is
described
in the ticket
These fields will already be populated once the ticket is assigned to a Resolver Group (the creator of the ticket will provide this information)
The combination of the Impact and the Urgency form the Priority of each ticket
On the next slides we will review the meaning of the Impact, Urgency and Priority codes
Slide46
Impact, Urgency & PriorityImpact: Provides
an indication of the problem's impact on the user community
Urgency:
P
rovide
s an indication of how urgent the problem resolution is to the requesterPriority: This field is automatically set to the appropriate option based on the combination of the Impact and Urgency field valuesReviewing an Incident
Slide47
Impact, Urgency & PriorityImpact levels:
1-Extensive/Widespread

Service down for more than one user
2-Significant/Large
Service degraded for more than one user3-Moderate/Limited Service down for one user4-Minor/Localized No degradation of service or service degraded for one user
Slide48
Impact, Urgency & PriorityUrgency levels1-Critical
No Work Around in place
Large number of related Incidents
2-High
I
ssue affects a business critical serviceLarge number of related IncidentsRisk of Recurrence or additional Service Impact High Large Number of users / sites affected
3-Medium
Work
Around in place, but not optimal
Low
number of related Incidents
Risk
of Recurrence or additional Service Impact Minimal
4-Low
Work
Around in place
No
Related Incidents
Risk
of Recurrence or additional Service Impact
Low
Slide49
Impact, Urgency & PriorityThe Priority levels are selected automatically based on Impact + Urgency:
Standard
Priority Levels
1-Critica
l
Mission critical business function or entity down 2-High: Critical application problem 3-MediumNon-critical application problem 4-LowNon-critical, non-business impacting issue
Slide50
Page 50
This table shows how the Priority level is defined based on the Impact and the Urgency codes that were selected by the Incident creator.
Urgency
Critical
High
Medium
Low
Impact
1
-
Extensive/Widespread
Critical
Critical
High
Low
2-Significant/Large
Critical
High
Medium
Low
3-Moderate/Limited
High
High
Medium
Low
4-Minor/localized
High
Medium
Medium
Low
Impact, Urgency &
Priority
Slide51
Status & Status Reason
Below you can see the available Status codes of Incident tickets in ITSM:
New
Assigned
In ProgressPending
Resolved
Closed
Cancelled
Slide52
Status & Status Reason
ITSM
Incident
Status
codes and their explanations
Description
New
The incident request has not yet been saved
Assigned
The responsibility for the resolution of the incident request has been assigned to a specific group or group member.
In Progress
The incident request is currently being resolved.
Pending
It is temporarily not possible to make any further progress in the resolution of the incident request. The reason for this is specified in the
Status Reason
field.
Resolved
The work on the resolution of the incident request has come to an end because of the reason specified in the
Status Reason
field.
Closed
The incident request has been closed because the customer has accepted the solution, or because of the reason specified in the
Status Reason
field.
Cancelled
The incident request has been cancelled because the customer has withdrawn the request.
Slide53
Status & Status ReasonStatus Reason codes are only required when using one of the following 3 Status codes: Pending
Resolved
Closed
The Status Reason codes are available from the drop-down menu according to the Status that was selected
On the next slides we will take a look at the available Status Reason codes and their explanations
Slide54
Available
Status Reason codes for the
Pending
Status
Automated Resolution Reported
Automated Resolution ReportedClient HoldThe Client has asked for the Incident to be placed on Hold.
Client Action Required
Action by the client is required to continue with the request.
Support Contact Hold
Support Contact Hold
Local Site Action Required
Action by someone at the local site is required to continue with the request.
Purchase Order Approval
Purchase Order Approval required to continue with the request.
Registration Approval
Registration Approval required to continue with the request.
Supplier Delivery
Supplier Delivery of equipment is required to continue with the request.
Third Party Vendor Action Required
Third Party Vendor Action Required is required to continue with the request.
Infrastructure Change
Infrastructure Change
Request
A request has been placed.
Onsite SR
Onsite SR has been submitted
Monitoring Incident
The Incident is being monitored.
Future Enhancement
Future Enhancement required to continue with the request.
Status & Status
Reason
Slide55
Available
Resolved Status
Customer Follow-Up RequiredThe Incident has been resolved; and is awaiting the Customer Follow-Up Activities.
Temporary Corrective Action
The Incident has been resolved with Temporary Corrective Action
Future Enhancement
The Incident has been moved to a resolved status with the understanding that a future enhancement is required.
Monitoring Incident
The Incident has been moved to a resolved status; and the Technical support is monitoring the Incident.
No Further Action Required
The Incident has been resolved and does not require further action.
Onsite SR
An onsite SR has resolved the issue
Status & Status
Reason
Slide56
Available
Closed Status
SD First Call Resolution
SD performed First Call Resolution
Customer Support GroupA Customer Support Group has been assigned to resolve the IncidentSD Remote Assistance
The Incident was resolved by SD Remote Assistance
Onsite SR
An Onsite SR has resolved the Issue.
Support
Group
A
Support
Group has resolved the Incident.
Vendor
A Vendor has resolved the Incident.
SD Resolution
A SD Agent has resolved the Incident.
Infrastructure Change Created
Infrastructure Change Created to resolve the
Incident
.
Status & Status
Reason
Slide57
Work Info History
Look at the default Work Detail tab of the Incident to see information about work that has been done previously on the current ticket
Slide58
View Work Info History
Work Info History
You can also use the buttons above the Work Info Entry list for further functionalities related to the Work Info
Add new Work Info
View and print Work Info History
Edit selected Work Info
Slide59
Assigned Group
Review this field in order to
see which group is supposed to take the next action on the ticket
Slide60
Resolution details
This field
will only contain information if the issue
has been
resolved alreadyThe Resolution field is used for providing a description of the solution
Slide61
Relationships
When opening the Relationships tab, you’ll see if there is a relationship between the current ticket and another ticket
These Relationships can be specified manually
We will look at how you can specify Relationships at the end of this training
Slide62
Categorizations
The Categorization information can be opened from the navigation menu on the left handside
To view the Incident Categorization:
Open the Links menu
Click on Categorizations
Slide63
Categorizations
The Categorizations of an Incident ticket is divided into 4 main sections
Operational Categorization
Product Categorization
Resolution Operational Categorization
Resolution Product Categorization
Slide64
Categorizations
The Operational and Product Categorizations will alreday be populated once you receive the Incident
The Resolution Categorizations will be populated when Resolving the Incident ticket
Slide65
Categorization guidelines
Categorizations
Operation
al
Categorization Guidelines
Tiers
Description
Tier 1
Description
of what happened to the product or service.
Example: Failure, Error Message
Tier 2
High Level component that is being affected.
Tier 3
Specific component that is being affected.
Slide66
Categorization guidelines
Categorizations
Product Categorization Guidelines
Tiers
Description
Tier 1
High Level Organization of Products and Services.
Example: Infrastructure = Server, Database, network
Tier 2
Mid level break down of products and services
Tier 3
Product or service that is being affected
Example: Email
Product Name
Name of the Product or Service.
Example: Outlook or Lotus Notes
Model/Version
Specific Version of the Product Name.
Example: Outlook 2000
Manufacture
Manufacture of the Product or service.
Example: Microsoft
Slide67
Where you can find useful information in Incident tickets
Which fields are necessary to be reviewed before starting to work on an Incident
What is the meaning of the fields you can find in Incidents
Slide68
- The In Progress process
Slide69
The In Progress process
What steps to perform after reviewing an Incident
How to indicate that you have started to work on a specific Incident
Slide70
The Work in Progress process begins after reviewing the details of an Incident ticket
With this step you accept / acknowledge working on a specific ticket
On the next slide you’ll see a step-by-step guide about how you can perform these steps in ITSM 7.6.04
Slide71
Change the ticket status to In Progress
Select your name in the
Assignee+
field using the drop-down list
Add a
Work Info note to the ticketPut your notes in the Notes fieldClick on Add
Click on
Save
Slide72
What steps to perform after reviewing an Incident
How to indicate that you have started to work on a specific Incident
Slide73
- Updating an Incident
Slide74
Updating an Incident
What steps you need to perform whenever you’ve been working on an Incident ticket
How to specify further details of Work Info entries
Slide75
On the previous slides we have already seen how you can quickly add a simple Work Info to a ticket
Now we will look at further options you can specify for your Work Info, such as:
Adding multiple attachments
Specifying Work Info Type
L
ocking your Work Info entrySpecifying View Access (Public or Internal)
Slide76
This is the Work Info area without the additional editing options:
This is what you will see after clicking on the More Details button in the Work Info area
Slide77
You can add up to
3 attachments to each Work Info entry
The maximum file size for attachments is 5 M
B
You can create locked or unlocked Work Info logs
You can specify the View Access as Internal or PublicUpdating an Incident
Slide78
What steps you need to perform whenever you’ve been working on an Incident ticket
How to specify further details of Work Info entries
Slide79
- The Re-Assignment process
Slide80
The Re-Assignment process
In this section we will look at
:
What to do in case an Incident ticket has to be assigned to another Assigned Group
-
This might have several different reasons, such as:Another resolver group has to perform some work related to the resolution of the issueAnother resolver group is responsible for this issueThe ticket does not contain sufficient information in order to be resolved and has to be assigned back to the Service Desk
The ticket was incorrectly assigned to the wrong resolver group and has to be assigned back to the Service Desk for further actions
Slide81
The following steps are performed in case of re-assigning an Incident to any other Assigned Group
Change the ticket Status to: Assigned
Select the appropriate Assigned Group using the drop-down menu
Provide a Work Info with a description of the issue
On the next slide we will take a look at how you can perform these steps in ITSM 7.6.04, including screenshots
Slide82
Change
the ticket
Status to:
Assigned
Select the appropriate Assigned Group using the drop-down menu Provide a Work Info with a description of the issue
Click on Save
Slide83
What to do in case an Incident ticket has to be assigned to another Assigned Group
Slide84
- Resolving an Incident
Slide85
What steps to
perform in case the issue that was described in the ticket has already been resolved
Resolving an Incident
Slide86
Follow the below steps in order to Resolve an Incident:
Change the Incident Status to: Resolved
Specify the Status Reason Code
Provide information about the solution in the Resolution field
Slide87
Click on the Links menu and open the Categorizations window
Fill in the Resolution Categorization, click on Save
Click on Save again to save the Incident
Slide88
We will now review the steps that are required to resolve an Incident:
Change the Incident Status to:
Resolved
Specify the
Status Reason CodeProvide information about the solution in the Resolution fieldClick on the Links menu and open the Categorizations window
Fill in the
Resolution Categorization
, click on
Save
Click on
Save
again to save the Incident
Slide89
In this section have looked at:
What steps to
perform in case the issue that was described in the ticket has already been resolved
Slide90
Review - Working with Incidents
In this section we
have looked at
how you can work with Incident tickets during your everyday work
The current section
covered the full lifecycle of the ticket handling process, including:Reviewing an IncidentThe In Progress processUpdating an IncidentThe Re-Assignment process
Slide91
Searching for Incidents in ITSM 7.6.04
Slide92
Overview
The most important ways of searching for Incidents in ITSM 7.6.04, including:
The Incident List searches
The Search Incident form
The Keyword based search within Incidents
Slide93
The following options and settings are available when using the Incident List as a basis of your Incident searches:
Default view and Application Preferences settings
Show and Filter By options
More Filters option
Quick Actions optionsAdd to Watch List option
Slide94
Default view and
Application
Preferences
settings
In the Incidents list you will see by default all Incidents that are assigned to you personallyYou can adjust the default view of this list permanently by changing your Application Preferences settings
Slide95
Default view and
Application
Preferences
settings
To change your Application Preferences settings, go to:Functions menuApplication Preferences
Slide96
Default view and
Application
Preferences
settings
You can then adjust your default Incident List view settings in the Application Preferences window
Slide97
Show and Filter By options
You can temporarily change the search criteria of the Incident List by adjusting the selections in the Show and Filter By fields
Slide98
More Filters option
You can use additional filtering options by clicking on the More Filters options next to the Filter By field
This will also automatically update the results displayed in the Incident List window
Slide99
Quick Actions options
You can
perform
various actions by using the Quick Actions
menu above the Incident List, without having to open the Incident itself
„Assign to Group Member” allows you to specify one of the members of your Assignment Group as the Assignee of the Incident
„Assign to Me” allows you to quickly assign the Incident to yourself
„
Incident Closure” allows you to move
a Resolved Incident in the Closure phase
Slide100
Add to Watch List option
You can
add any Incidents from the Incident List to a so called Watch List
The Watch List helps you to keep an eye on critical or urgent tickets
Your Watch List can be accessed any time from the IM consoleYour own Watch List is only visible to you personally
Slide101
To add a specific Incident to your Watch List:
Highlight the ticket in your Incident List
Click on the Add to Watch List button
Slide102
To view your Watch List:
Open the Incident Management Console
Select the Watch List option in the Show filtering field
Slide103
You can also use the Search Incident form to perform Incident Searches
When using the Search Incident form, you will see an empty Incident ticket window which you can use to specify your search criteria
You can extend the functionalities of the Search Incident form by using the Advanced Search or the Saved Searches options
Slide104
The Search Incident form in ITSM 7.6.04:
Slide105
The Advanced Search option and the Searches button to save your searches can be found on the top of the Search Incident form
The Advanced Search option allows you to specify additional search criteria using the qualification builder feature
The Searches option allows you to save your search criteria for later use
Slide106
By pressing F3 on your keyboard when viewing an Incident, you can search for specific keywords within the ticket you are viewing at the moment
ITSM will highlight the specified word in the Incident window
Slide107
Overview
The most important ways of searching for Incidents in ITSM 7.6.04, including:
Slide108
Slide109
Accessing
Online Help
Slide110
Specifying Relationships in ITSM 7.6.04
To specify a Relationship between 2 existing tickets in ITSM 7.6.04, the following steps can be performed:
Click on the
Create Relationship to
option, and specify the ticket type (Incident)
Slide111
In the Incident Relationship Search window, perform a search for the ticket you would like to relate your current ticket to
Tip:
Enter your Search criteria (E.g.: Incident ID, Status or Assigned Group, etc.)
Click on Search
Slide112
Once the required ticket was found, highlight it and specify the Relationship Type
Click on the Relate button
Slide113
The Relationship will now be visible on the Relationships tab of the Incident
Slide114
Accessing Online HelpAny time you
need assistance with the ITSM tool, the Help link in the upper
-right corner
of the ITSM
window can be opened
Slide115
The On-Line Help window will open allowing the user to select the appropriate ITSM consoleDouble-click or highlight the console you require help with
and
click on
OK
Slide116
The On-Line Help window will open and the menu will allow the user to browse through the topics related to out of the box ITSM functionsNOTE: This function does not provide process-specific information
Slide117
In this section we have looked at:Specifying RelationshipsAccessing On-Line Help
Slide118
Review and Summary
Incident Management -
Resolver
Training
ITSM
7.6.04
Slide119
Review - Agenda
Introduction
Working
with
IncidentsReviewing an IncidentThe In Progress processUpdating an IncidentThe Re-Assignment processResolving an Incident
Searching
for Incidents
Accessing On-line Help
Slide120
Review - Objectives
You should now
be

able to:
Understand the main features of the Incident Management ConsoleDescribe the procedure to modify and search for Incident ticketsDescribe the procedure to resolve Incident tickets

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