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ITIL Incident Management Done Right: 10 Steps

One of the arduous aspects of integrating in IT service management (ITSM) into an organization is translating processes into actual working practices. In a sea of theories, it is easy to get lost. In a post for Valorize IT, the straightforward approach to integrating ITIL incident management into your organization is laid out. There are 10 steps:

  1. Set objectives.
  2. Start with a baseline.
  3. Compare.
  4. Plan.
  5. Utilize workshop mode.
  6. Create explanations, guidelines, and rules.
  7. Be technical.
  8. Detailed documentation
  9. Communication
  10. Deploy.

The first step is to set objectives and define what you wish to achieve. This should be explicit, such that maybe you further divide objectives over time. You need to have a good understanding of the 4 Ps: people, process, products, and partners. Once you understand these you can set a solid baseline that can assess your ways of working with support. You will then need to compare the results of your baseline against your objectives. This all helps you determine the direction you wish to head.

Now that all the pre-work is done, you can plan your project. Everything is related, so it may be beneficial to execute the necessities first. Additionally keep in mind that working offline can help prevent disturbances and keep processes running smoothly. Allow people to play around and make suggestions about the processes. This workshop mode identifies GAPs and begins an IM process flow.

Most aspects of the process will need defined explanations, guidelines, and rules. For IM, it is important to have both categorization and prioritization. Additionally, you need to have a tool set that will support your process. The next step is when detailed documentation comes into play. This documentation may include support scripts, guidelines, or even FAQs.

If you wish to have a successful roll out, you need to communicate with the relevant people. Collectively, you should set the date, plan training sessions, plan follow-up session, and anything else of importance. The final step then is to deploy. Deployment and training sessions should occur close to each other to reap the full benefits. This is for showing everyone with a vested interest what this process is all about.

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About Danielle Koehler

Danielle is a staff writer for CAI's Accelerating IT Success. She has degrees in English and human resource management from Shippensburg University.

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