Major Incident Form Template

I will be presenting at this year's itSMF Conference in London. Below is the Major Incident template form I'm planning to include as part of my delegate pack :-)

Joint itSMF BCS Conference

Running order!

http://www.bcs-cmsg.org.uk/conference2010/timetable.html

This year's joint BCS itSMF conference

The running order will be announced shortly :-)

My interview at last year's joint BCS- itSMF conference

http://xperiodesign.co.uk/conferences/2009-conference-interviews2.html

Problem Management Metrics

Here are some Problem Management metrics:


Key Performance Indicators
Average resolution time (MTTR) < X days (depending on the Service)
% reduction of time to implement fixes to Known Errors
% reduction of time of undiagnosed Problems
# Incidents linked to a Problem record
# Open Problems by severity
Frequency of updates / Service on Watch minutes
% problems opened proactively
Weekly trending exercises
Percentage reduction in repeat Incidents
Percentage reduction in the Incidents affecting service to Customers
Percentage reduction in the known Incidents/Problems encountered
Percentage reduction in downtime
Improved Customer Satisfaction Surveys responses on business disruption caused by Incidents and Problems
Major Incident reports to be distributed within 5 working days of the incident being resolved
% Number of Problem record closed within the targeted specific time frame
% reduction of time to implement fixes to Known Errors
% reduction of time of undiagnosed Problem.


Critical Success Factors
Improve service quality
Minimise impact of problems

Critical To Quality
A mature Problem Management process meaning
All Major Incident reports are issued within 5 working days
Proactive & Reactive Problems are raised
Trending is carried out
Problem review boards are held once a month
MSR information is provided
All Problems are updated on at least a fortnightly basis
All Problems should have a valid Change record against remedial activities

What do you think? What do you use to measure the success of your Problem Management processes?

Problem Management – how to log Major Incidents

Following on from my previous post about reactive Problem Management, here are some of the things to look at when starting to document Major Incidents

Problem Management – reactive activities when starting out

When implementing Problem Management I have always started with reactive activities to blitz any potential quick wins. The first things I have done in the past when implementing Problem Management are as follows:
(1) Create a way of logging Major Incidents. If I don’t have a Service Management toolset, I use MS Office, for example, a word document to capture the detail and a spreadsheet to track the reference numbers, dates and summary details.

(2) Create a way of logging Problems and any associated reports in a similar way for tracking Major Incidents (above)

(3) Look at categorisation and prioritisation

(4) Create basic reports / metrics to provide a summary of Major Incident & Problem Management activity to all stakeholders.

(5) Set up Problem Review Boards. These are regular meetings with all stakeholders to review and progress all outstanding Problem records.

(6) Engage with the Service Desk and establish clear roles and responsibilities.

(7) Engage with Change Management and attend the CAB to give and receive updated on Problem Management related Change activity.

(8) Look at Problem open / close criteria

I will focus on each of these items in later posts.