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ITIL Incident Management Workflow PowerPoint Presentation Slides
The document outlines the importance and benefits of implementing ITIL incident management, detailing the incident management lifecycle, roles, and responsibilities. It highlights challenges posed by a lack of incident management, such as reduced customer satisfaction and increased business disruption risks. Additionally, it emphasizes best practices for successful incident management, including the creation of a knowledge base and effective communication strategies.
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Introduction to ITIL Incident Management workflow, key issues, benefits, lifecycle, roles, responsibilities, and best practices for implementation.
Emphasizes maintaining service levels, improving user satisfaction, increasing staff productivity, and potential issues without incident management.
Highlights the stages of incident management including logging, prioritization, creation, resolution, categorization, and closure of incidents.
Details roles such as End User, Help Desk, Tiered Service Desk, Incident Manager, and Process Owner with specific responsibilities in incident management.
Explains the evaluation process after resolving incidents focusing on incident identification, information flow, resource utilization, and process adherence.
Lists KPIs like incidents over time, MTBF, MTTA, MTTD, On-Call Time, and timestamps to measure effectiveness and responsiveness in incident management.
Outlines best practices including maintaining a knowledge base, developing workflows for major incidents, associating SLAs, and role-based access.
Visual representation of the ITIL Incident Management workflow and team qualifications, meant to be customized with actual team member images.
Editable timeline data representing key milestones relevant to the ITIL Incident Management implementation.
Multiple editable slides for visual data presentation, including comparisons of FB and Twitter users, financial data overview, and mind map.
Final slide thanking the audience, providing contact information, including an inspirational quote regarding teamwork.
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ITIL Incident Management Workflow PowerPoint Presentation Slides
- 1. YOUR COMPANY NAME ITILIncident Management Workflow
- 2. 2 Why should weimplement ITIL Incident Management Key Issues without Incident Management Benefits of ITIL Incident Management IT Incident Management Lifecycle Roles & responsibilities involved in IT incident management Responsibility Matrix: ITIL Incident Management Post Incident Review Key performance indicators for IT incident management Best practices for successful ITIL incident management Content
- 3. 3 › To maintainthe service levels , it is essential to avoid incidents › Incident management can be used to outline the process followed to resolve the incidents › Add Text Here Maintaining Service Levels Meeting Service Availability Requirements › It is essential to consistently meet the service availability requirements › Incident management can be used to specify how you will detect the incidents › Add Text Here Improving User Satisfaction › Employing appropriate incident management software's can help improve user satisfaction by speeding up the restoration process › Using capacity planning software can be a smart step to ensure user satisfaction › Add Text Here Increasing Staff Efficiency and Productivity › It is essential to train the staff in handling the incidents › You can consider using performance and capacity management software › This can help free up staff time in order to increase their productivity › Add Text Here Why Should We Implement ITIL Incident Management
- 4. 4 Key Issues Withou Inciden Managemen Without IncidentManagement, handling issues (tickets) can be a hassle. Here, we have listed some of the key issues that can arise Lack of transparency on ticket status and expected timelines for end users Stretched Resolution Times Inability to document solutions for familiar issues Decreased Customer Satisfaction Higher risk of business disruptions with respect to major incidents Add Text Here
- 5. 5 Assign tickets totechnicians or support groups for investigation Document resolutions in a knowledge repository for future reference Record all reported IT incidents in a central repository Maintain dashboards and reports from help desk data for further insights and analysis Add Text Here Benefits of ITIL Incident Management
- 6. IT Incident Management Lifecycle 6 IncidentLogging Can be logged through phone calls, emails, SMS, web forms Incident Prioritization Based on the priority, incidents can be categorized as: Critical; High; Medium; Low Ticket Creation Raise a ticket to report the incident Incident Resolution Considered resolved when the technician has produced a temporary workaround or a permanent solution for the issue Incident Categorization Can be categorized and sub-categorized based on the area of IT or business Incident Closure Can be closed once the issue is resolved and the user acknowledges the resolution and is satisfied with it
- 7. 7 Roles Responsibilities End User ›Follow up on an existing request › Clearly communicating the relevant information to technicians › Add text here Tier 1 Help Desk › Assign Tickets to Technicians › Analyze and resolve an incident to restore service › Verify the resolution with the end user and collect feedback › Add Text Here Tier 2&3 Service Desk › Carry Out Incident Diagnosis › Identify if the incident is a problem and convert the ticket to a problem ticket › Provide Subject Matter Expertise › Add Text Here Incident Manager › Plan and facilitate all the activities involved in the incident management process › Coordinate and communicate with the process owner › Identify the incidents that need to be reviewed › Add text here Process Owner › Take accountability of the overall process › Design, document, review, and improve processes › Add Text Here Roles & Responsibilities Involved in IT Incident Management
- 8. Responsibility Matrix: ITILIncident Management 8 ITIL Role / Sub - Process Incident Manager 1st Level Support 2nd Level Support Major Incident Team Applications Analyst Technical Analyst Incident Management Support Incident Logging and Categorization Immediate Incident Resolution by 1st Level Support Incident Resolution by 2nd Level Support Handling of Major Incidents Incident Monitoring and Escalation Incident Closure and Evaluation Pro Active User Information Incident Management Reporting A A A A R A R A R A R A A R R R R R R R R R R Remarks : A Accountable R Responsible A R R
- 9. Post Incident evaluationinvolves the following: › Who detected the incident and how? › How soon was the incident detected after occurrence? › Could the incident have been identified earlier? › Add text here Incident Identification › How quickly were the stakeholders informed about the incident? › What channel was used for communication? › How easy was it to communicate with the end user(s) in order to keep them informed on the status of the ticket? › Add Text Here Information Flow and Communication › How was the incident response team initially structured? › Was this structure adhered to throughout the incident management life cycle? › Add Text Here Structure › What resources were employed to handle the incident? › Were the resources used to their optimal capacity? › Add Text Here Resource Utilization › How closely was the defined incident management process followed? › Could the process be improved to make it more efficient? If yes, how? › Add Text Here Process › What parameters were included in the reports? › Which parts of the incident life cycle were analyzed? › Add Text Here Reporting Post Incident Review Once an incident has been closed, it's good practice to document all the takeaways from the same. This enable in preparing the teams for future incidents and creates a more efficient Incident Management process. 9
- 10. 10 Listed below area few KPIs for effective IT Incident Management: Incidents over Time › Involves looking at the average number of incidents over time › It can be weekly, monthly, quarterly, yearly, or even daily MTBF (mean time between failures) › It is the average time between repairable failures of a tech product › It can help you track availability and reliability across products MTTA (mean time to acknowledge) › It is the average time taken between a system alert and when a team member acknowledges the incident and begins working on it › Helps you understand how responsive your team is to issues MTTD (mean time to detect) › It is the average time taken by the team to discover an issue › Used in cybersecurity where teams are focused on detecting attacks and breaches On-Call Time › It can be helpful to track how much time employees and contractors spend on call › This can help to ensure no employee or team is overburdened Timestamps › It is encoded information about what happened at specific times during, before, or after the incident › It help teams build out timelines of the incident, along with the lead up and response efforts Key Performance Indicators for IT Incident Management
- 11. 11 Best Practices for SuccessfulITIL Incident Management Create, and maintain a knowledge base with appropriate solutions 01 Handle major incidents by developing unique workflows02 Associate SLAs with IT incidents based on priority03 Offer role-based access to end users and technicians based on the complexity of the solutions 04 Add Text Here05
- 12. ITIL Incident ManagementWorkflow Icons Slide 12
- 13. This is arepresentative image, and should be replaced by your own image. Just right click and replace image. Name Here Designation 13 Our TeamThis is a representative image, and should be replaced by your own image. Just right click and replace image. Name Here Designation This is a representative image, and should be replaced by your own image. Just right click and replace image. Name Here Designation This is a representative image, and should be replaced by your own image. Just right click and replace image. Name Here Designation This is a representative image, and should be replaced by your own image. Just right click and replace image.
- 14. 14 2018 This slide is100% editable. Adapt it to your needs and capture your audience's attention. Add Text Here 2019 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Add Text Here 2020 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Add Text Here Timeline This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
- 15. Venn 15 This slide is100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Text Here 01 03 02
- 16. 16 South Korea Location Total Casesof China Death of Cases: Total Cases of South Korea Death of Cases: 6,767 44 80,651 3,070 Coronaviruses are a family of viruses that cause disease in animals. Seven, including the new virus, have made the jump to humans, but most just cause cold-like symptoms. Coronavirus Total Cases of world 102,241 China
- 17. 17 Facebook Users This graph/chartis linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. Twitter Users This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”. vs This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 75% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 50% Comparison
- 18. 18 Finance 55% This slide is100% editable. Adapt it to your needs and capture your audience's attention. Medium 80% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Maximum 30% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Minimum
- 19. Mind Map 19 This slideis 100% editable. Adapt it to your needs and capture your audience's attention. 50% Add Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Add Text Here This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
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- 21. 21 Q u o t e s “The way ateam plays as a whole determines its success. You may have the greatest bunch of individual stars in the world, but if they don’t play together, the club won’t be worth a dime. –Babe Ruth
- 22. 22 Thank You for Watching.! EmailAddress [email protected] Address # street number, city, state Contact Number 0123456789