Ch 5 - The Incident Management Process

A guide to computer user support for help desk and support specialists - Fred Beisse - Cengage 4th
Incident Management
well-defined, formal process that help desk staff follow
Call Management
describes the steps in handling telephone contacts between end user & support agents
1. Receive incident
2. Prescreen incident
3. Authenticate user
4. Log incident
5. Screen incident
6. Prioritize incident
7. Assign to agent
8. Track incident
9. Escalate incident
10. Resolve problem
11. Close incident
12. Archive incident
12 steps in Incident Management
Receive incident (1)
establish relationship, greeting/intro paragraph, confirm org. & agent name - all may be automated
Prescreen incident (2)
done @ level 1 manually / automated
filtering process that helps agents to ID & respond
Authenticate user (3)
used 2 filter who has a legitimate claim 2 support & @ what level
Authentication Procedure
determining whether help desk is authorized 2 handle incident
Log incident (4)
step in which agent begins documenting the incident & its related problem
Screen incident (5)
categorize & describe with a brief written description (summary)
step in which staff member asks a series of questions 2 see if incident is a request 4 info, a question, or a problem (categorize)
Prioritize incident (6)
assigning of priority code based on category & nature of problem
Priority Code
indicates how serious problem is
most urgent code
waiting line
Assign incident (7)
level 1 assigns 2 other staff member / automated system moves to another queque
Track incident (8)
updating incident info record when new info received
process of updating incident record with info about a problem as it progresses
evaluating quality of support
What tracking is good for
Escalate incident (9)
when attempts 2 resolve are unsuccessful
process in which a problem is transferred 2 a higher level of support
Resolve incident (10)
done 2 user's satisfaction
step in which user's problem is solved
Close incident (11)
ending, thank 4 calling, get other forms of contact, & possible additional log entries
step in which agent reviews solution steps & agrees with user that solution was reached
Archive incident (12)
retaining & possible incorporation into help desk knowledge base
database/paper file used 2 store & retain records, may be analyzed 4 problem statistics