Artifact: Incident Information
Domains:
Incident Management Work Products
Work Product Kinds:
Data and Information
,
Records
Relationships
Roles
Responsible:
Identity and Access Manager
Incident Manager
Incident Queue Manager
Modified By:
Incident Administrator
Incident Analyst
Incident Manager
Problem Analyst
Problem Manager
Request Analyst
Tasks
Input To:
Associate Update with Record
Handle Duplicate Incidents
Identify Improvement Objectives and Limitations
Identify Incidents Not Matched to Problems or Known Errors
Identify Incident Trends
Identify Problem or Service Improvement Opportunity
Identify Records of Interest
Identify Recurring Incidents
Identify Unavailability Symptoms
Log Problem
Monitor and Detect for Security Violation
Monitor Service Metrics
Notify Concerning Action
Receive Status Updates
Record and Perform Action
Review Progress
Scan Status of Incidents
Search for Matching Incidents
Understand Major Incident
Validate Service Recovery
Assign Priority
Assign to Analyst Resource
Categorize Incident
Close Related Incident Records
Create Workaround or Fix
Determine Impact
Determine Process Data Requirements
Determine Urgency
Gather Additional Information and Investigate
Initiate Closure of Related Incidents
Obtain and Apply Fulfillment Approach
Obtain Workarounds and Fixes
Perform Initial Diagnosis
Search for Workarounds and Fixes
Output From:
Associate Update with Record
Create Workaround or Fix
Generate and Communicate Reports
Identify Incidents Not Matched to Problems or Known Errors
Identify Incident Trends
Identify Records of Interest
Identify Recurring Incidents
Notify Concerning Action
Receive Status Updates
Record and Perform Action
Review Progress
Review Supplier Information
Scan Status of Incidents
Understand Major Incident
Description
Main Description
Information about one or more incidents. Can range from full details of an individual incident through to collated and summarized information about sets of incidents.
©Copyright IBM Corp. 2005, 2008. All Rights Reserved.