Incident Management Model

The model will list down number of services and activities under these services. Frequency of each process will be one of the inputs. Frequency for the services like incident management, change management, problem management and request fulfillment management, ticket count i.e. volume of work will be taken from data set. For e.g.in a month 30 incidents were resolved. Frequency for the others services will be taken from the historical data of similar application. Another input is the time taken for these processes. Three different times will be considered, i.e., best time (least time), worst time (maximum time) and most likely time. Three point estimation increase accuracy over one point estimation and gives better results because we’re explicitly

These activities are divided in two categories Environmental agnostic activities and Environmental specific activities. Now individual activities of these services are depend upon certain factors like automation, technological influence, application size, volume and self-services. For primarily study we considered three services incident management, problem management and change management.

Incident Management

Incident management is defined as any event that is not the part of the standard operation of service. The objective of Incident management is to maintain and restore the agreed service level agreement as soon as possible and respond to service requests.

The incident Management process should be:

• Majorly concerned with the restoration of the services without affecting business.

• Proactively on reported/potential security incidents and should have a supporting security team to confirm.

Numerous processes in incident management that can be automated:

• Password reset: currently procedure that system using for password reset is manual process. But the process can be automated by procedure like gathering user detail information through IVR, then auto log ticket can be created which further check the credential in exiting database and provide default

RMM continuously monitoring the real time issues in the system. Whenever it found any discrepancy of issues with normal procedure. It auto raise ticket and select desire template that describe the issue. Subsequently assigned to the concerning team. RMM is very useful to find and resolve the real time issues.

• Auto Triage: Once incidents are detected, either by human means or through systems management tools that monitor the system for events. Next step is that where incident is assigned to particular. Assigning process can auto populated by using tool that can filter the desire team by identify key words in the incident detail. Also it automate the process of assigning task to fitting technicians depends upon availability, skill and severity

• Auto Ticket Restoration: Once triaging acknowledges process completed and issue is assigned to concerning team. In incident analysis tool try to create scenario recreation of the incident. .If Issue matches with the current incident or problem with known error database KEDB. Apply RCA (Root Cause Analysis) and permanent fix for the