Incident Recording/Documentation

[acxisherry]

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.

[Mark-OLoughlin]

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

[acxisherry]

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.