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 1. Overview 
 What is Incident Management? 
 Why use Incident Management? 
 Who uses Incident Management? 
 How Incident Management works 
 What does Incident Management cost? 
 2. Implementation Guide 
 Define what needs to be done to implement Incident...  
  Prepare to implement Incident Management 
 The Incident Management implementation plan 
 Incident Management post implementation review 
 3. Operations Guide 
  Who carries out Incident Management? 
 DW1105 When does Incident Management occur? 
 How to operate Incident Management 
  Measuring the results of Incident Management 
 4. Toolkit 
 Incident Management downloads 
 Incident Management resources 
 5. Roles and responsibilities 
 Service Desk role in Incident Management 
 Technical support role in Incident Management 
 User role in Incident Management 
 6. Review 
 Recap of Incident Management  
 Checklist  
Why use Incident Management?
What happens if Incident Management is not used? Issues with deciding on an Incident Management process
There are major benefits to be gained by implementing an Incident Management process
    • improved information to school leaders on aspects of service quality
    • improved information on the reliability of equipment and ultimately what is seen as a 'good purchase'
    • better staff confidence that a process exists to keep their computers available
    • better technician confidence that the users understand what their job involves
    • knowing that incidents logged will be addressed and not forgotten
    • reduction of the impact of the incident on the school
    • resolving the incident first rather than the problem, which will help in keeping a service available (beware of too many quick fixes that don't ultimately get resolved by Problem Management working with knowledge about the configuration and any changes made, which will enable the cause of incidents to be identified quickly
    • improved monitoring and knowing how to interpret the results, which will help to identify incidents before they have an impact.


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What happens if Incident Management is not used?
Failing to implement Incident Management may result in:
    • no one to manage and escalate incidents
    • incidents may become more severe than necessary and impact on other areas (for instance a full disk will prevent printing, saving work, saving or copying files)
    • technicians asked to clear paper jams; fix a broken monitor that had the power disconnected or fix a disk error when a floppy disk was left in during reboot etc.
    • specialist support staff being subject to constant interruptions, making them less effective
    • other teachers and support staff being disrupted as people ask their colleagues for advice
    • frequent reassessment of incidents from first principles rather than making reference to existing solutions for example, the knowledge base
    • lack of co-ordinated management information
    • lost or incorrectly or badly managed incidents.
Issues with deciding on an Incident Management process
Issues with deciding on an incident management process

There will be some who that feel implementing a process called Incident Management in a school, is time consuming and not necessary. Be prepared to overcome:
  • absence of visible management or staff commitment, resulting in non- availability of resources for implementation
  • lack of clarity about the school's needs
  • working practices not being reviewed or changed
  • poorly defined objectives, goals and responsibilities
  • lack of knowledge for resolving incidents
  • inadequate training for staff
  • resistance to change.
   
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