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ITIL :: View topic - Checklist for incident record
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Checklist for incident record

 
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shadowman
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Joined: Aug 23, 2010
Posts: 12

PostPosted: Thu Aug 26, 2010 11:13 pm    Post subject: Checklist for incident record Reply with quote

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.
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noneforit
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Joined: Jul 30, 2010
Posts: 18

PostPosted: Fri Aug 27, 2010 12:49 am    Post subject: Reply with quote

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....
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shadowman
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PostPosted: Fri Aug 27, 2010 1:47 am    Post subject: Reply with quote

thanks noneforit,

do u have any format or template, if u have can u share with me
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noneforit
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Joined: Jul 30, 2010
Posts: 18

PostPosted: Fri Aug 27, 2010 4:59 pm    Post subject: Reply with quote

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
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shadowman
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Posts: 12

PostPosted: Fri Aug 27, 2010 5:55 pm    Post subject: Reply with quote

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.
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noneforit
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Posts: 18

PostPosted: Fri Aug 27, 2010 8:00 pm    Post subject: Reply with quote

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
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shadowman
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Joined: Aug 23, 2010
Posts: 12

PostPosted: Fri Aug 27, 2010 8:25 pm    Post subject: Reply with quote

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
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Bluesman
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Joined: Mar 19, 2008
Posts: 29

PostPosted: Mon Aug 30, 2010 6:51 pm    Post subject: Reply with quote

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)
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