ITIL v3 Foundation Incident Management Process Activities donation: Used fr tracking, assisting in fining solutions, and compling hei! nlermation for fire lve and reporting, logging: The Inonts must be fly logged and dotatime stamped, regarass of whether they ae raised ttvaugh @ Senice Desk tlophane cal or aulomatcal dolocted wa an Evant alert {atogortzation: Grouping of Incidents azcorcng ta te nacecst, oF example by oxigin or aesoclsted upped group Ifthe incident ca Servee Rogute, the appropsate Service Request provadure flowed Prortiztion: Wil dotrmine how the Incident fs Manda consultation wih the Customer te, SO wi ‘termina th pronty based en impact snd urgency. If ssa Majer Inder, tho oppropite Mar Inecont procedure i followed Inst Diagnosis: Th Service Deck Operator must cany out inal iagnode, Use of agnostic scrips anc ‘Known Erornfrmaton canbe valuabo fortis. Hf possi, the Service Desk Operator ('SDO") wil raslve tha neler and close tha ncdent he rescluton ls success, Irth Semen Dosk Operator cannot resove the indent ay should gve the user the Inca reference number, an tempt nd aresoluton. Iran escalation is needed, re appropriate Escalation procedure i fallowes, Investigation ana Diagnosis! Each of ho suppor groupe involved with the Incidont hanging ail Investigate ana dagnose, was mantaning a histones rece of aces. Resolution and Recovery: Vinen a reson has been isonfind and suficientl teed, an the recovery ‘ton is competed sessing tat the Service Nas been fly estore to tha user} tha Indent record must be updates wi dete ntermaton Closure: The Service Dask shou check that th andiiting to agree he neoent can be dosed, Incidents fly resolved and that the users aro satis © Copyright 2807, Qui Wetion Redo Page2-27Service Operation Quint Incident Management Prioritization Priotty = Urgency x Impact Impact = Effect upon the Business Urgency = Extent to which the resolution can bear delay € Its important to be abl lo establish the poy of Inedets, 0 is clear which Ineldonts shuld bo handed Priority: Order fn which calls ae processed, based on impact, urgency nd depandent on resource (ime, ‘money, people) aval. Inmpact is determined bythe effect upon the asivtles ofthe businoss, and urgoncy is determined by now AUcky the incon ness fo be reeoived. The Service Desk dolomines the panty of elgants a5 thay ‘hoelve them, n consutaion wih the Customer, the Sordce Desk wl dorvo th prey rom the psc and Ungeney of te inert, considered againet the etoria decerbed inthe Serace Level Areemert. When Ustermning impact. Sevice Dosk sf oud take ito eansaercter fick toe ork "The numberof Sowics atfocted - may be mate Services The level of franca! nsese Efecto businges rotation Regulatory a ogslatve roaches Impacts not about he torical eomplonty of esouson 2y pritzing cals et thie point, eacond ine suoperthrowe which cals red mare urgent attnton than Sher and. whet ower fey should be addresond. Pony not siply about queung Inert fr ‘evolution: is sso bout the resourses (ime, staf export, research ana hia party suppor) tet wil Sioested to rsoln In praca! terms, cometinos lot rary Incdant may bo allowed fo miss ts ‘esolton target tie, cotta higher pray Inedont canbe desi wth wthin target. Nib Ask yournstactor te exp he pice, Page 2-28 © Copyiat 2007, Qt Wetton RedoITIL v3 Foundation Quint Incident Management Escalation tone Inside! routing is eae honzontal_or functions! escalation and primary takes place due to a lack of ronfodge er expertise. When reer nears, care should be taen by the Serica Desk to ensure that SUAtessxson tes are not excoaded Vertcat or hierarchical escalation can take place at any moment dung the Incident Life Cycle. I usualy ‘curs wren major nese ate reported or when it becommes appatnt ta accent wi ret be resale intime which osu in oaches Sus. Ths allows the relavant auton ta take corrective action eealaton never tums an ncdent oa pesiem,afough # ay rest nonmersip of on neon passing to the Problem Manager for adminsttive reason andor te ientfestion of an assonsted proters (Prebiems arena vary senous nleents)