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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  
Prepare to implement Incident Management
Identify the users of Incident Management Identify who will staff Incident Management Plan your Training Plan your Incident Management training
1. Implement the Service Desk first, see Prepare the Service Desk implementation
  • Decide which forms to use and how incident management will interface with the service desk.


2. Decide who will take on the responsibility of incident management.
  • You may decide to get a keen competent staff member to help the Service Desk to handle incidents.
  • You may decide to train someone in Incident Management.
  • You may decide to ensure that the technical staff focus on Incident Management and pass call logging and Service Desk actions to others.


3. Make sure that management commitment, budget and resource is made available before you consider setting up Incident Management.
  • Ensure that the proposed solution aligns with your school's strategy and vision.
  • Define clear objectives and deliverables.
  • Involve and consult with the school staff
  • Sell the benefits to the support staff.


4. Plan your training.
  • Service Desk training is the first priority
  • Incident management training is next.

5. Decide what to measure and report
  • Before making changes it is critical to understand the levels of service you are currently providing with the current resources available.
  • Produce a report on the numbers of calls currently logged, the time taken to resolve them and the time the equipment is unavailable - this is yourbaseline.
  • Set targets for a manageable number of objectives for the effectiveness of Incident Management. This task requires careful consideration,  because after implementation the review will be compared with reality.
  • Decide when to produce your first reports and what to report on - keep it simple and focus on areas that matter, such as how long was a teacher without a computer resource.
Identify the users of Incident Management
Anyone who comes into contact with using computer equipment or the results of using it is potentially a user of Incident Management.
This could include:
  • teachers
  • classroom assistants
  • students
  • administration staff
  • technicians
  • headteachers
  • technical Support staff
  • governors.

Also staff involved with cleaning and maintenance could be the first to notice damage, together with those in the school out of school hours.
  • caretaker
  • cleaners
  • students at evening classes
  • members of after school clubs.
Identify who will staff Incident Management
Incident Management is a process that can be implemented by anyone following the advice given here. However, the staff mainly involved in carrying out incident management would be:
  • the person manning the service desk (the single point of contact)
  • competent users within the school
  • technicians and other technical support staff.
Plan your Training
Make sure you have a training plan for:
  • users on how to use the Service Desk
  • Service Desk support staff on their role
  • staff providing technical support on their interaction with the Service Desk
  • any third-party suppliers on their interaction with the Service Desk
  • school leaders on their interaction with Service Desk.

Decide how to introduce the training:
  • through notes
  • someone showing each person individually
  • setting up a training session.
Plan your Incident Management training
It is no coincidence that planning your Service Desk training comes before Incident Management. Incident management needs a good support structure if it is succeed. The support structure is provided by the Service Desk.
  • Plan which incident management forms you will use.
  • Decide which staff will be implementing Incident Management and following the processes.
  • Train the Incident Management staff on their roles and your expectations.
  • Ensure that the Incident Management process is understood.
  • Ensure that there are follow up processes and methods for escalation and these are understood.
  • Ensure that you know how much time to allocate to solving an incident and at which stage an incident becomes a problem (see Problem Management).
  • Decide which spares to keep. Train your staff on how to use the spares and get broken equipment fixed or sent away to be fixed.
  • Train the staff in tracking progress of calls and how to keep technical staff and users informed.
  • Ensure that several staff know how to run Incident Management so it continues to work when staff are sick or away.
  • Ensure that the training includes how to check the knowledge base and close calls.
  • The training should include reasons why the process requires following and what happens if it is not followed.
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