Best Practice Maps™ for ITIL® Incident Management and Resolution

TMITIL04 (see the maps)

The ITIL Best Practice Maps for Incident Management and Resolution are a great way to help jumpstart your ITIL® projects. Harvard Computing Group offers this package of ITIL Incident Management and Resolution TaskMaps® that covers all aspects of these important processes. The Best Practice Maps are designed for you to use in either of two ways:

1. To provide a starting point in the implementation of ITIL compatible Incident Management and Resolution based on Best Practices
2. To deploy and modify these Best Practice Maps for internal organization deployment. Available for immediate download after purchase.

The package includes:

An electronic copy of the Microsoft Word Incident Management and Resolution best practices document that was used to create the TaskMap.

Fully hyperlinked TaskMaps to allow web publishing of the ITIL processes.

1. The ITIL Incident Management and Resolution Best Practice Maps which contain:

• Incident Management Dashboard: provides a high-level view of each major process. Includes hyperlinks to each of the following processes:
• Obtain Service Request Details Process: All aspects of an ITIL compliant environment including: identification of record type, creating new request and procedures, cross-checking initiators with customer base, designating unique reference identifiers, reviewing original event and scheduling customer updates. (Includes links all relevant best practice details)
• Classification Process: All relevant tasks for an effective classification process including: running diagnostic scripts, referencing of incidents to the Customer Management Database, Assigning prioritization, Searching the database for known error records and major incident consideration.
• Service Desk Resolves Incident Process: ITIL guided process that includes optional paths show incident linking with records, matching symptoms to knowledge bases, updating error report database, recording details of resolution, advising configuration manager of updated records and updating the Customer Management Database.
• No Known Resolution Process: Every task for release preparation is included here, including: assembling resources, communications plan for release to users, training sub process for supporting staff, scheduling support for the deployment and completing a readiness review
• Major Incident Determination Process: Log incident with high priority, notifying resolver group, confirmation of scope and impact, flagging suspected major incidents to incident manager, initiating major incident procedure, contacting all involved parties and determine whether to invoke major incident procedures. Can be easily modified to meet your requirements
• Major Incident Process: Notification of interested parties, gathering information, confirm situation, form restoration team, develop communications plan, hold initial planning meeting, hold management team meeting, issue update statements, allocate additional resources, authorize travel expenses, follow standard incident procedure, hold restoration review meeting, decide whether to involve service continuity plan, release unnecessary members of restoration team from incident assignment and recall team.
• Investigation: Notification of interested parties, gathering information, confirm situation, form restoration team, develop communications plan, hold initial planning meeting, hold management team meeting, issue update statements, allocate additional resources, authorize travel expenses, follow standard incident procedure, hold restoration review meeting, decide whether to involve service continuity plan, release unnecessary members of restoration team from incident assignment and recall team.
• Resolver Group Assignment Process: Assign incident to resolver group, assign incident to resovler group team member, maintain incident record.
• Diagnosis Phase Process: Determine exact error message or event IDs produced, confirm actions leading up to incident, confirm scope of incident, attempt to recreate incident and identify why incident is occurring.
• Troubleshooting Complex Incidents Process: Assign incident to resolver group, assign incident to resolver group team member, maintain incident record.
• Resolution and Recovery: Identify and test workaround/solution, notify Incident Management with solution details, interface with change management process to implement changes, confirm resolution actions and carry out recovery actions.
• Closure Process: Update incident record status to resolved, pass records to service desk team, pass records to service desk team, confirm with initiator that incident was resolved, record incident and resolution details, contact resolver group to obtain update, categorize incident closure, investigate and create new category if needed and close incident record.

The Best Practice TaskMap is available in Visio 2003/2007 format. In order to edit or modify the maps, a copy of TaskMap is required. In addition, if you wish to distribute these maps in their current form or modified versions of your ITIL TaskMaps within your organization, please refer to the organization license (TMITIL04) below.

(Consultants wishing to distribute ITIL maps to their clients should contact Harvard Computing Group at 978-800-4590 option 7 or sales@harvardcomputing.com.)

2. An online training session to review the ITIL Best Practice Map details for your staff

3. The Microsoft Operations Framework ITIL Extensions reference documentation.

* Included with the organization license TMITIL04

Organization license (for unlimited internal use with modification rights) TMITIL04 $499.00

Organization license TMITIL04 $499.00

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