Incident Management Process in accordance with ITIL® v3 deals with restoring unexpectedly degraded or disrupted services (incidents) to users as quickly as possible, in order to minimize business impact.
EriZone, based on OTRS, is ITIL compliant and supports fully the Incident Management process. An incident can be registered by the customers using the Self Service portal, by the agents (operators) as a consequence of a phone call through the Agent Web portal or automatically from emails sent by the customers or an event management systems. An incident for EriZone is always a ticket with the attribute “type” set to “Incident”
In this post I would like to focus on Categorization and Prioritization of incidents with the OTRS based solution, EriZone.
Categorization is a must for reporting and trend recognition. EriZone has the mechanism of Dynamic Fields that can be included in the ticket mask and which set of values can be made dependent on already selected Service or other Dynamic Fields though ACLs. This mechanism should guide the agents when working with incidents to categorize them as precisely as possible (as shown in the image below). The set of possible values, the dependencies and the needed ACL (Access Control List) rules should be well analyzed.
Prioritization of incidents according to ITIL® should be done taking in consideration the impact (a measure of the effect of an Incident) and the urgency (a measure of business criticality of an Incident). In EriZone/OTRS a Criticality – Impact – Priority matrix (CIP) is defined in order to support the prioritization activity. The Criticality is the significance of the service for the IT user(s)/customer(s). It is defined for each service. The Impact can be set by the agents and the Priority will be automatically recalculated depending on the CIP values.