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Fast Incident Creating

What is Incident Management?

Incident management is best practices in ITIL 4 and be included in the ITIL service value system (SVS) called ITIL 4 practices. The objectives of this practice will focus on: "Reduce the negative impact caused by abnormality and be able to return to normal state quickly", which should have a process to record and deal with that incident.

Usually, incident management is excluded a diagnostic process to investigate and locate the root cause of a problem. But will focus on providing guidance or inspection, that lead to diagnose more effectively and to be able to return to normal as quickly. The main principles of Incident management must be as follows:

  • Incidents must be logged

  • Incidents that happened, should be fixed according to the specified time frame (Meet target resolution times)

  • Incidents that happened, should be prioritized for the event

Calculating the priority or setting the priority, you can calculate the value from the following example.

Priority = Urgency x Impact

Incident Management – Escalation

There are two types of escalation, called functional escalation and hierarchical escalation. The difference between the two types is functional escalation, which is the transmission of work by taking into account the capabilities of the individual, for example, an incident involving a network should be forwarded to person or team, who have networking specialized to solve the problems. 

Hierarchical escalation is a cross-hierarchical forwarding. In this case, it is used in the incident requiring a decision to take such an event may require approval or need a decision made by a manager or higher management level and etc.

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Therefore, a good incident management should have tools or tools to manage the incident, efficiently. There is many incident management software in the market, but the characteristics of good tools should have the following:

  • Able to collect the incident events and record the results

  • Incident prioritization

  • Grouping or the categorize that incident

  • Manage incidents and link information to related Cis (Configuration Items), changes, problems, known errors and knowledge.

  • Incidents can be forwarded/escalate to the relevant team or experts directly

  • Can record the incident occurrence time, problem solving timeline and the business’s impact from relevant CIs and be informed to notify the service recipient

  • Tool that can work together in order to solve problems effectively

  • Support in problem solving or provide advice on how to solve problems automatically.

Conducting business in providing the services in order to deliver valuable products and services, there is a need to have tools to manage incidents that making a good user’s experience and has a positive impact to the business. Having a tool that can deal with problems quickly will definitely benefit to the organization.

  •  Fast  Incident Creating​

  • Increase First Call Resolution Rate

  • Skill Matching

  • Geo Tagging

  • 3 SLA Measurement

  • Support 24x7 Hours and Business Hours SLA

  • Parent-Child Update

  • Satisfaction Survey and KPI
    Third-Party Integration
     

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Netka System Co.,Ltd

1 Soi Ramkhamhaeng 166 Yaek 2
Ramkhamhaeng Rd. Khwang Minburi, Khet Minburi, Bangkok Thailand

Tel : 662-978-6805,

Tel : 662-517-4993-4

Email  :info@netkasystem.com

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