Incident management is described in the overview, with the differences between
incidents and problems explained. There is an implementation guide providing
step-by-step instructions on planning and introducing incident management. The
operations guide showed the stages of incident management with the respective
work done by the single point of contact and the technician. We also set out the
roles and responsibilities and provided a toolkit in separate areas for quick
reference.
Check your understanding of the process by following:
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Step
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Task
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Define what needs to be done.
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- Understand the stages in the incident lifecycle.
- Understand the difference between incidents and
problems.
- Decide which diagnostic processes the school
will use.
- Decide how to record incidents and requests.
- Decide how to provide training and feedback.
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- Identify the users of Incident Management.
- Identify who will staff the Incident Management
process.
- Plan your training.
- Plan the forms and documentation you will use.
- Get the school leaders to commit to the process.
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- Implement incident
management.
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- Follow the implementation plan.
- Produce a letter to users.
- Include updates to the Service Desk charter.
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- Incident management
resources
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- Incident/request sheet
- Incident diagnostics sheet
- Call log
- Instructions on the use of the forms
- Knowledge base
- Use the internet to explain error messages
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- Post implementation review
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- Workload monitoring
- Analysis, surveys and measurements
- Incident reports
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What you should expect now that you have implemented Incident
Management
- You have a process for logging calls with a single point of contact.
- The school has a service desk function.
- All users should be familiar with the method for logging incidents.
- The technicians should understand that they receive calls from the service desk
and not the users.
- All staff should understand the need for logging calls through the service desk
and should refrain from logging calls directly with the technician.
- What you should expect now that you have implemented Incident Management
- A process for logging calls with a single point of contact.
- A function within the school called a Service Desk.
- All users should be familiar with the method for logging incidents.
- The technicians should understand that they receive calls from the Service Desk
and not the users.
- All staff should understand the approach for logging calls through the Service
Desk and to refrain from logging calls directly with the technician.
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- What you should have achieved through Incident Management
- A standard way of recording and logging incidents and requests.
- A method of communication between the user and technician via the service
desk.
- Historical information about calls to individual equipment.
- Historical information about failure rates of equipment.
- Reports and feedback on the calls logged and resolved.
- Knowledge about the time taken to resolve incidents and requests.
- Information about the amount of technician time required to resolve all requests.
- A consistent approach to approaching calls and how the response to the calls is
planned.
- Information about the number of calls currently outstanding and how long they
have been logged.
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Benefits achieved with Incident Management
- someone to manage and escalate incidents
- incidents dealt with quickly before they become severe
- technicians dealing with incidents and not just clearing paper jams or changing
toner
- prioritised workloads for technicians
- specialist support staff able to concentrate on the work using their skills
- technically able teachers or ICT co-ordinators left to do their work and not
interrupted to resolve 'errors'
- quick diagnosis of incidents using previous knowledge and not treating each
event as a new one
- co-ordinated management information
- a way of checking that suppliers and staff are meeting agreed service levels.
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