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shadowman Newbie


Joined: Aug 23, 2010 Posts: 12
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Posted: Thu Aug 26, 2010 11:13 pm Post subject: Checklist for incident record |
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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 Newbie


Joined: Jul 30, 2010 Posts: 18
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Posted: Fri Aug 27, 2010 12:49 am Post subject: |
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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 Newbie


Joined: Aug 23, 2010 Posts: 12
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Posted: Fri Aug 27, 2010 1:47 am Post subject: |
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thanks noneforit,
do u have any format or template, if u have can u share with me |
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noneforit Newbie


Joined: Jul 30, 2010 Posts: 18
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Posted: Fri Aug 27, 2010 4:59 pm Post subject: |
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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 Newbie


Joined: Aug 23, 2010 Posts: 12
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Posted: Fri Aug 27, 2010 5:55 pm Post subject: |
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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 Newbie


Joined: Jul 30, 2010 Posts: 18
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Posted: Fri Aug 27, 2010 8:00 pm Post subject: |
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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 Newbie


Joined: Aug 23, 2010 Posts: 12
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Posted: Fri Aug 27, 2010 8:25 pm Post subject: |
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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 Itiler

Joined: Mar 19, 2008 Posts: 29
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Posted: Mon Aug 30, 2010 6:51 pm Post subject: |
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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 _________________ ---------------- bragging line -----------------
V2 Combined Practitioner (service support)
Problem Mgr |
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