Posted: Thu Oct 19, 2006 8:07 am Post subject: Incident Management Setup Project Plan
I am currently working on defining the project plan activities required to setup each and every one of the ITIL processes.
I started with the incident management and came up with the below list of activities to be executed in order.
Can you please let me know your comments and recommendations even if this means that totally different activities will be suggested?
- Check the current situation in terms of tools availability, staff level and their capability to execute the incident management activities.
- Launch an awareness campaign
- Request the required budget based on the analysis done in the first step.
- Purchase the tools (with implementation, customization/comfiguration, and support) along with the required hardware.
- Define the roles and responsibilities required to run the process.
- Define clear procedures and have them tested.
- Train the staff on the tools utilization and the procedures execution.
After checking the current state (and for a part maybe combined with this activity), gather requirements for tools and processes.
Then, define your future state tool and process at a high level, by combining the generic ITIL processes with the local, more specific requirements that you have gathered. Also, get a management decision on whether or not customization of the standard tools that you are going to purchase will be allowed (preferrably not).
Perform a gap analysis to identify the gap between current state and future state in terms op process, tool, staffing, etc.
All this together is the analysis needed to get a solid foundation for your budget estimate for the implementation phase.
Another thing to consider: if your gap analysis shows a major gap between current and future state, you may want to see if you can implement your future state in steps instead of having a big bang scenario. Often, small changes can be made to the existing process that don't necessarily require big changes to the existing tools. For instance, make sure everybody uses the same severity levels and definitions. Or focus on keeping incident tickets up-to-date throughout their lifecycle (this is a change of behavior/culture).
Joined: Aug 11, 2006 Posts: 262 Location: Netherlands
Posted: Sat Oct 21, 2006 4:01 am Post subject:
One (in y opinion vital) aspect I do not see in your list is reporting. Do not wait! Start right now. Define a simple (one page max.) report which lists # of incidents logged /closed / open per period (total organisation) and # of incidents open per team. Add a list of the top10 of oldest open incidents (a small table, one line per incident) and post this report weekly on a bulletin board, the door to the helpdesk room and in the back office. You will find that you'll get very different reactions from people
However, it will help you get your control cycle in order (plan-do-check-act from mister deming) and it will support your awareness campaign.
Also, consider if you want to provide part of the report (the # of incdients logged / closed / open per period (total organisation) to inform your customer. This can give you necessary support frm your customer to implement incident management.
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