Week 5: Incident Management

Question 1

Incident management is a:
A) reactive process
A) proactive measure

Answer 1

A

Question 2

How do you identify incidents?

Answer 2

An incident, in the context of IT, is an event that is not part of normal operations (unusual) that disrupts operational processes.
- A fault
- An error
- “It doesn’t work!”

Question 3

How do you identify problems?

Answer 3

• The same incident occurring many times
• Widespread effect
• Not operating in the expected way

Question 4

PM processes are both reactive and proactive in what ways?

Answer 4

• Reactive in solving problems in response to incidents
• Proactive in identifying and solving potential incidents before they occur

Question 5

What are the steps to incident management?

Answer 5

1. Identify
2. Log
3. Categorize
4. Prioritize

Question 6

Under step 4 of the incident management process (prioritization), how is an incident’s priority decided?

Answer 6

• Impact on users and the business - the measure of the extent of potential damage the incident may cause
• Urgency - In other words, how quickly a resolution is required to reduce the business impact

Question 7

Steps to incident status tracking

Answer 7

New > Assign > In-progress > Resolved > Close

• Branching path (In-progress <> On-hold > Assign) it’s a loop

Question 8

What constitutes a low, medium and high priority incident?

Answer 8

1) Low priority

• Impact: Does not interrupt users/business, and can be worked around
• Urgency: Services to users & customers can be maintained

2) Medium priority

• Impact: Affects a moderate amount of users and the business to some degree
• Urgency: Services to users & customers are slightly affected/inconvenienced

3) High priority

• Impact: Widespread negative effect to users/customers, business is interrupted and service delivery is affected too
• Urgency: Almost always have a financial impact