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ITIL :: View topic - Incident Recording/Documentation
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Incident Recording/Documentation

 
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acxisherry
Newbie
Newbie


Joined: Mar 05, 2008
Posts: 2

PostPosted: Thu Mar 06, 2008 6:46 am    Post subject: Incident Recording/Documentation Reply with quote

As Incident Manager, I struggle with our documentation of the incident when the incident is occurring, especially when we are running a conference call to restore service.

I'm looking for ideas, forms, etc., how the incidents are recorded while in progress.

We seem to never have all of the ideas that led us to the issue and sometimes have trouble creating the RCA from lack of information during the incident.

Any documentation that would have ideas for recording documents? We do use a software for problem recording, but that is generally not updated until the end of the incident. I'm looking for a way to have a person record the incident other than the technicians working the issue.
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Mark-OLoughlin
Senior Itiler


Joined: Oct 12, 2007
Posts: 306
Location: Ireland

PostPosted: Thu Mar 06, 2008 6:51 am    Post subject: Reply with quote

Hi,

Assign an Incident Manager who is responsble for ensuring that the incident is updated on a regular basis and ensure that the teckies put their input in to.
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Mark O'Loughlin
ITSM / ITIL Consultant
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acxisherry
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Joined: Mar 05, 2008
Posts: 2

PostPosted: Thu Mar 06, 2008 7:27 am    Post subject: Incident Manager Reply with quote

I am the incident manager and I'm being asked too many questions, options about resolving the incident to take notes.

I have a person who can do it, but I wondered if anyone had a process for doing it or a form they use.
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