Checklist for incident record

[shadowman]

Hi,

i want to create a Checklist for incident record. i tried to create check list

Unique ID of the Incident (usually allocated automatically by the system)
Date and time of recording
Service Desk agent responsible
Method of notification
Caller/ user data
Callback method
Description of symptoms
Affected users/ business areas
Affected service(s)

i need some advise from you guys how to create that.

[noneforit]

I would add to those

Impact
Urgency
Response time (could be an SLA derived from the impact and/or urgency)

There could be loads more but it depends on your organisations infrastructre and how much ITIL you have implemented so far....

[shadowman]

thanks noneforit,

do u have any format or template, if u have can u share with me

[noneforit]

We use a program called supportworks (made by Hornbill) specifically designed to log incidents (among other things)

May be worth looking into freeware apps or even use a spreadsheet/database to log calls

If you are (or know) a coder then something could be knocked together in PHP and MySQL for free

[shadowman]

Hi noneforit,

Thanks for your reply, if you don't mind can i have the screen shot of the spreadsheet,

then i can design ...

appreciate your reply.

[noneforit]

As mentioned, we use a program designed for logging incidents

I suggested a spreadhseet as a possible alternative.

Nobody can give you the answers, if you know which fields you need to record in each incident then you can design a simple spreadsheet or database to store them

[shadowman]

i'm planning to add those things

Unique ID of the Incident (usually allocated automatically by the system)
Date and time of recording
Service Desk agent responsible
Method of notification
Caller/ user data
Callback method
Description of symptoms
Affected users/ business areas
Affected service(s)
Impact
Urgency
Response time

i have problem with the format. what kind of format i should use

[Bluesman]

Start thinking - you will need lots more if you want to collect really useful data.

Example:
Incidents should always go thru a matching routine against similar incidents, known errors, problem tickets already active and service requests.

So you need an indicator for a match against any of these, and of course which one (KE number, Problem ticket number etc).

You will need some escalation info. Who handed over, when, and to whom/what process?

Closure date+time+responsible tech.

And more, of course.

Ergonomics:
Make sure most of the input fields are drop-down-list/choices.
Make sure support staff can fill in the form quickly (layout)

Educate the people that fill in data on using a common language level/nomenclature/standard

Hope this helps /R
_________________
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V2 Combined Practitioner (service support)
Problem Mgr