Incident and Problem Management World Class Operations Impact

Incident and Problem Management World Class Operations – Impact Workshop Info-Tech Research Group, Inc. Is a global leader in providing IT research and advice. Info-Tech’s products and services combine actionable insight and relevant advice with ready-to-use tools and templates that cover the full spectrum of IT concerns. © 1997 -2014 Info-Tech Research Group Inc. Info-Tech Research Group 1

Purpose: Establish right-sized Incident and Problem Management processes Improve the availability and quality of your organization’s services through improved Incident and Problem Management processes. This Research Is Designed For: üInfrastructure/Operations Managers or Incident/Problem Managers who need to reevaluate their Incident and Problem Management processes, because of: • • Slow service restoration. • • • High rates of recurring incidents. • Long service outages and disruptions that adversely impact the organization. Poor management of critical incidents. High numbers of failed problem resolutions. Inconsistent handling of incidents and problems. This Research Will Help You: üEstablish formal, right-sized, Incident and Problem Management processes. üAdapt SOPs to facilitate and support your Incident and Problem Management processes. üImprove incident resolution times. üReduce the number of recurring incidents. üImprove management of critical incidents. üDevelop an implementation plan to establish your new processes. üTrack and measure the success of your new processes. Info-Tech Research Group 2

Prepare to establish your Incident and Problem Management processes with Info-Tech’s tools and templates Use the Incident Management SOP and Problem Management SOP to guide the establishment and execution of the process. Use the Info-Tech Incident and Problem Management Maturity Assessment Tool to identify process gaps and prioritize process improvements. Use the Info-Tech Incident and Problem Management Metrics Tool to track and measure process success and report on key KPIs. This icon will guide you to a specific section of an Info. Tech SOP template. Use the following templates to support your Problem Management process: • Causal RCA Template • Diagnostic RCA Template • Proactive RCA Template • Project Approval Template Info-Tech Research Group 3

Agenda: Incident and Problem Management Workshop Module 1 Module 2 Module 3 Module 4 Assess Current State and Design Target State Establish Incident Management Procedures Develop Problem Management Procedures Problem Resolution and Action Plan AM 1 Introduce the Workshop Make the Case Develop your Detection and Triage Procedures Design your Problem Management Process Develop Root Cause Validation Procedures AM 2 Perform a Current State Assessment Develop your Classification Procedures Develop Incident Matching Procedures Develop Problem Resolution Procedures PM 1 Identify Roles and Responsibilities Establish Investigation, Diagnosis, and Resolution Procedures Identify Root Cause Analysis Procedures Leverage Proactive Problem Management PM 2 Design your Incident Management Process Manage Critical Incidents Effectively Leverage Diagnostic Data for Root Cause Analysis Develop an Action Plan Info-Tech Research Group 4

Leverage Info-Tech insights and recommendations Info-Tech builds on the foundation of the ITIL framework, then adds in Industry Best Practices. Info-Tech Insights Value Proposition: Insights and Guidance from our Analysts, Subject Matter Experts, and Clients. Analysts Experts Clients Service Management Best Practices ITIL Framework Info-Tech Research Group 5

1. 1 a What to expect Workshop Objectives Define Target State Measure current execution Tool: Maturity Assessment Assess available investment Define ideal process Key Takeaways Formalize a Right-Sized Process Incident Management Problem Management Monitor and Review Your Process Follow your roadmap Process Governance Intake Problem Recognition Initial Triage Problem Recording Investigation and Diagnosis Root Cause Analysis Critical Incidents Proactive Problem Management Service Resolution Tool: Metrics Tool Prepare to Implement Define success metrics Develop your action plan Establish and Implement Your Incident and Problem Management Processes Successfully Manage Your Process Templates • Incident Management SOP • Problem Management SOP • RCA Templates Info-Tech Research Group 6

1. 0 Assess Current State and Design Target State Immediate outcomes of this section Key benefits After completing this section you will understand: Completing this section will allow you to: • The workshop schedule and objectives. • Establish clear roles and responsibilities. • Your organization’s current process maturity. • • The activities required for a successful Incident Management process. Plan your target Incident Management process. Timeline for this section Activities 1. 1 1. 2 1. 3 1. 4 Key Outputs Duration Introduce the Workshop and Make the Case Perform a Current State Assessment Identify Roles and Responsibilities Workshop objectives and pain points, stakeholder buy in 1. 0 hours Current process maturity 2. 0 hours Incident Management process ownership and support structure 2. 0 hours Design Your Incident Management Process Target State Incident Management process flow 2. 0 hours Info-Tech Research Group 7

Agenda: Module 1 AM PM 1. 1 Introduce the Workshop and Make the Case 1. 2 Perform a Current State Assessment 1. 3 Identify Roles and Responsibilities 1. 4 Design Your Incident Management Process 1. 1. a Identify objectives 1. 2 a Perform a current state assessment 1. 3 a Define the role of the Incident Manager 1. 4 a Identify your Incident Management target state 1. 1 b Introduce ITIL 1. 3 b Define the role of the Problem Manager 1. 4 b Draw your Incident Management target state process 1. 1 c Identify process challenges 1. 3 c Identify the organization’s support structure 1. 1 d Identify the benefits of the new processes Info-Tech Research Group 8

2. 0 Establish Incident Management Procedures Immediate outcomes of this section After completing this section you will understand: Key benefits Completing this section will allow you to: • How to manage incidents from intake to final resolution. • How to manage critical incidents. • Develop procedures for managing the complete lifecycle of incidents. • Populate each section of the organization’s Incident Management SOP. Timeline for this section Activities Key Outputs 2. 1 Develop Your Detection and Triage Procedures Incident detection sources and initial triage procedures for the Incident Management SOP 1. 0 hours 2. 2 Develop Your Classification Procedures Incident prioritization scheme, incident categorization scheme, and classification procedures for the Incident Management SOP 1. 0 hours 2. 3 Establish Investigation, Diagnosis, and Resolution Procedures Escalation paths, diagnostic toolset list, action plan for coordinating with Change and Release Management, and investigation, diagnosis, and resolution procedures for the Incident Management SOP 3. 5 hours 2. 4 Manage Critical Incidents Effectively Duration Resource Engagement Plan, Communication Plan, Post. Mortem agenda and schedule, Section 10 of the Incident Management SOP 2. 0 hours Info-Tech Research Group 9

Agenda: Module 2 AM 2. 1 Develop Your Detection and Triage Procedures PM 2. 2 Develop Your Classification Procedures 2. 3 Establish Investigation, Diagnosis, and Resolution Procedures 2. 4 Manage Critical Incidents Effectively 2. 1 a Identify incident detection methods 2. 2 a Develop an incident prioritization scheme 2. 3 a Determine vendor engagement protocols 2. 4 a Identify who manages critical incidents 2. 1 b Develop your knowledgebase practices 2. 2 b Develop an incident categorization scheme 2. 3 b Identify diagnostic tools and procedures 2. 4 b Develop a resource engagement plan 2. 2 c Identify incident escalation procedures 2. 3 c Identify resolution procedures 2. 4 c Develop a communication plan 2. 4 d Conduct a fire drill 2. 4 e Develop postmortem procedures Info-Tech Research Group 10

3. 0 Develop Problem Management Procedures Immediate outcomes of this section Key benefits After completing this section you will understand: Completing this section will allow you to: • How to create a Problem Management target process diagram. • Design your Problem Management target process. • Incident matching procedures. • Determine incident matching methods. • Root cause analysis procedures. • Build your organization’s root cause analysis procedures and capabilities. Timeline for this section Sections Key Outputs Duration 3. 1 Design Your Problem Management Process diagram, sections 2. 2 and 3 of the Problem Management SOP 3. 2 Develop Incident Matching Procedures Incident matching procedures, section 7. 2 of the Problem Management SOP 3. 3 Identify Root Cause Analysis Procedures Causal RCA methods, Causal RCA Template, section 8. 3 of the Problem Management SOP 3. 4 Leverage Diagnostic Data for Root Cause Analysis Diagnostic tool list, Diagnostic RCA Template, Documentation of Diagnostic Root Cause Analysis procedures, section 8. 3 of the Problem Management SOP 2. 0 hours. 5 hours 1. 5 hours Info-Tech Research Group 1 hour 11

Agenda: Module 3 AM PM 3. 1 Design Your Problem Management Process 3. 2 Develop Incident Matching Procedures 3. 1 a Identify your Problem Management target state 3. 2 a Identify incident matching methods 3. 3 a Identify root cause analysis techniques 3. 4 a Identify diagnostic tool opportunities 3. 1 b Draw your Problem Management target state process 3. 2 b Identify matching incidents and trends 3. 3 b Determine root cause using a Fishbone diagram 3. 4 b Determine root cause using diagnostic data 3. 3 Identify Root Cause Analysis Procedures 3. 4 Leverage Diagnostic Data for Root Cause Analysis Info-Tech Research Group 12

4. 0 Problem Resolution and Action Plan Immediate outcomes of this section After completing this section you will understand: Key benefits Completing this section will allow you to: • Understand how to validate root cause. • • How to successfully leverage technology in order to improve Problem Management. Understand how to work with Change Management to deploy a fix or workaround. • • How to deploy right-sized Incident and Problem Management processes into the organization. Build a plan for utilizing Proactive Problem Management. • Develop an action plan for deploying both Incident and Problem Management into the organization. • How to validate root cause and devise a problem resolution. Timeline for this section Sections Key Outputs Duration 4. 1 Develop Root Cause Validation Procedures 1. 0 hours 4. 2 Develop Problem Resolution Procedures Section 10 of the Problem Management SOP 1. 0 hours 4. 3 Leverage Proactive Problem Management Section 9 of the Problem Management SOP 1. 0 hours 4. 4 Develop an Action Plan Action plan, process roadmap, metrics and reporting procedures 2. 5 hours Info-Tech Research Group 13

Agenda: Module 4 AM PM 4. 1 Develop Root Cause Validation Procedures 4. 2 Develop Problem Resolution Procedures 4. 3 Leverage Proactive Problem Management 4. 4 Develop an Action Plan 4. 1 a Identify validation methods 4. 2 a Identify problem resolution workflows 4. 3 a Determine event monitoring and alerting requirements 4. 4 a Determine process metrics and reporting procedures 4. 1 b Validate root cause 4. 2 c Identify Problem Review Meeting Agenda 4. 3 b Identify how to respond to alerts generated by Event Management 4. 4 b Make an action plan 4. 4 c Discuss implementation challenges and wrap-up the workshop Info-Tech Research Group 14

Incident and Problem Management Workshop: Built on world class research, experience, and standards • • • Team with over 30 years of experience 240 -page research report Based on primary, secondary, and in-field research More than six months of research Over 40 in-depth activities and exercises Tools & Templates • • Incident and Problem Management Maturity Assessment Tool Incident Management Standard Operating Procedure Problem Management Causal RCA Template Problem Management Diagnostic RCA Template Problem Management Proactive RCA Template Incident and Problem Management Metrics Tool Problem Management Stakeholder Buy-in Template Info-Tech Research Group 15