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    Step 3: Incident Categorization

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    Maheedhar Hmp
    1) The document discusses steps in incident management including categorization, prioritization, initial diagnosis, and escalation. Incidents are initially categorized by service desk agents to guide resolution, and may be recategorized later. 2) Incident prioritization considers both business impact and urgency to resolve the most critical issues first. Factors like number of users affected and financial loss are assessed. 3) For initial diagnosis, service desk agents use known error databases and diagnostic tools to resolve incidents themselves if possible. They gather information to assist further support teams if escalation is needed.

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    Step 3: Incident Categorization

    Uploaded by

    Maheedhar Hmp
    13 views2 pages
    1) The document discusses steps in incident management including categorization, prioritization, initial diagnosis, and escalation. Incidents are initially categorized by service desk agents to guide resolution, and may be recategorized later. 2) Incident prioritization considers both business impact and urgency to resolve the most critical issues first. Factors like number of users affected and financial loss are assessed. 3) For initial diagnosis, service desk agents use known error databases and diagnostic tools to resolve incidents themselves if possible. They gather information to assist further support teams if escalation is needed.

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    Aloka_02-09

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    1) The document discusses steps in incident management including categorization, prioritization, initial diagnosis, and escalation. Incidents are initially categorized by service desk agents to guide resolution, and may be recategorized later. 2) Incident prioritization considers both business impact and urgency to resolve the most critical issues first. Factors like number of users affected and financial loss are assessed. 3) For initial diagnosis, service desk agents use known error databases and diagnostic tools to resolve incidents themselves if possible. They gather information to assist further support teams if escalation is needed.

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    Download as docx, pdf, or txt
    13 views2 pages

    Step 3: Incident Categorization

    Uploaded by

    Maheedhar Hmp
    1) The document discusses steps in incident management including categorization, prioritization, initial diagnosis, and escalation. Incidents are initially categorized by service desk agents to guide resolution, and may be recategorized later. 2) Incident prioritization considers both business impact and urgency to resolve the most critical issues first. Factors like number of users affected and financial loss are assessed. 3) For initial diagnosis, service desk agents use known error databases and diagnostic tools to resolve incidents themselves if possible. They gather information to assist further support teams if escalation is needed.

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    of 2

    Step 3: Incident Categorization:

     Incidents are categorized during the logging stage. This can be helpful in guiding the service desk agent to
    the correct known error entry or the appropriate support team for escalation. A simple category structure
    should be used, however; too complex a scheme leads to incidents all being logged as “other” or
    “miscellaneous” because the agent does not want to spend the time considering which category is correct.
     This makes later analysis very difficult. Incidents should be recategorized during investigation and on
    resolution, if the original choice was incorrect. The service desk agent will have chosen the most appropriate
    category based on the information available at the time, but further investigation may have shown that, for
    example, a printer fault was actually a cabling fault.

    Step 4: Incident Prioritization:

     Incidents need to be prioritized to ensure that the most critical incidents are dealt with first. It is often said
    that all users believe that their own incident is the highest priority, so it is important to agree during service-
    level negotiations what criteria should be used to decide priority.
     The ITIL framework recommends that two factors should be considered: business impact and urgency (how
    quickly the business needs a resolution). Business impact can be assessed by considering a number of
    factors: the number of people affected, the criticality of the service, the financial loss being incurred,
    damage to reputation, and so on. Dependent on the type of organization, other factors such as health and
    safety, for a hospital or a railway company or similar and potential breach of regulations financial
    institutions, and so on) may be considered.
     Deciding the priority must be simple, because the incident has to be logged quickly. Employing service desk
    staff with good business knowledge and ensuring they are trained to be aware of business impact will help a
    realistic assessment of business impact to be made.

     Many organizations struggle with applying the prioritization rules when the user reporting the fault is very
    senior. Some organizations will have a formal procedure in place to give these VIPs faster service; some will
    apply the business impact and urgency evaluation to their incident as with any other caller, although the
    business impact is likely to be higher with these users. There needs to be clear guidance to the service desk
    agent whether to (for example) prioritize a VIP’s printer fault over a fault affecting online sales.
     Some organizations address this issue by formally recognizing the needs of VIPs for fast service and defining
    a special service level called as gold service for them within the SLA, documented in the service catalogue.

    Step 5: Initial Diagnosis

     The initial diagnosis step refers to the actions taken at the service desk to diagnose the fault and, where
    possible, to resolve it at this stage. The service desk agent will use the known error database provided by
    problem management, incident models (covered earlier), any other diagnostic tools to assist in the
    diagnosis, and possible resolution. Where the service desk is unable to resolve the incident, the initial
    diagnosis will identify the appropriate support team for escalation. (Given example for Known error
    database KEDB)
     One technique used by the service desk agent is incident matching. By checking for previous incidents with
    the same classification, the service desk agent may be able to identify a repeat incident and the appropriate
    resolution steps. These speeds up the resolution and increases the first-contact fix rate.
     Time is of the essence in incident management, so the length of time an agent has to resolve the incident
    will be limited. If the incident can be resolved at first line, it is far more efficient for the user and the IT
    provider that this is done; holding onto the call for too long, however, delays the eventual resolution.
    Consideration needs to be given to what the time limit should be; five to ten minutes is common
     Part of this stage is the gathering of information to assist the second-line technician in resolving the incident
    quickly. Again, sufficient time is required for this step, saving time by passing the incident to a second-line
    technician quickly but with sparse details is not helpful. The second-line technician will need to contact the
    customer to obtain the information, adding delay and frustration. Support teams should provide guidance to
    the service desk about the type and level of information they should be gathering.

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