The video is short and simple to understand the Incident Manager roles and responsibility..its very good approach..!! thanks a lot for sharing the video..!!
Good morning, I hope you are well... I have a question about Incident Management; If an incident must be validated by two or more resolution analysts or two or more areas are involved, it is okay to implement tasks or task flows so that the characters involved in the solution can register their participation.
Very useful information that is explained with detail and easy to understand. The mock discussion was a great addition in helping to learn the communications when an incident occurred. Thank you for this video!
Hi Abhinav, More Informative finally chosen right video to understand IM roles. Would be mine to provide more videos on IM roles, how to improve MTTR services. Clear understand mechanism of IM roles.
Does this mean that service delivery manager and Incident manager does same duties sort of? I'd like to see the same Video in an Agile Environment for Software/Test Department. Thanks for the video.
Abhinav thanks alot for the video it was very clear for me to understand, I worked for a BPO in TCS where we need to work on the tickets and alert on Major Outage incidents, I want to enter in to the Incident Manager and I have completed my certification in the ITIL Foundation Level. Could you please guide me in entering in to IM Roles and please do provide me with the few documents which will reallly help me. Thanks in advance for your assistance. Regards, Naren.
Thanks Abhinav. I would like to be a part of such discussions on various ITIL processes and the roles involved. Is there any forum or community you would suggest, that will help to participate and gain more knowledge.
ok lets say a user reported an issue with his/her computer using online reporting or by sending email or leaving a voice mail. but the message was missing key information like computer serial number or location of the computer in the company etc. My question, do you log a ticket or log a ticket and put it on pending waiting for the user to call back with full info? Thank you.
If e-mail address is available: We will log ticket on the behalf of the user and send an e-mail to the user asking the required information to investigate the issue. after that we will copy /paste the e-mails detail in the ticket as a private comment. If e-mail address is not available: We will try to contact the user via chat application like, skype, lync, etc. and the copy/paste the chat in the ticket as a private comment and keep the ticket in Waiting for response status. If issue is reported as a ticket in ticketing tool, we will add a comment seeking required information from the user for further investigation and keep the ticket in Waiting for response status.
Abhinav very good and helpful explanation. Would you have some more tips how to work as an Incident Manager? More tips about the conferences and the process? or any material which approaches that in a specific way for who is starting on this job?
Role of an incident manager ============================ Introduction to incident Management process Role of an incident Manager in general Role of an incident Manager during Major incidents Incident Management process: Incident is unplanned interruption or reduction in the quality of IT service for eg. you are not able to print as you have run out of ink cartridges this is an interruption to the print service can be called as an incident. The management of such outages is the essence of incident management process. Purpose: The purpose of an incident management is to restore normal service as quickly as possible and minimize business impact. Now in the case of print services, IT department can give you an option to print some documents through another printer while you wait on the procurement of the ink cartridges to go through. what is imp. during resolution? You are able to print documents whether from your preferred printer or another printer is immaterial. Incidents can be reported either by users, or by tools like monitoring systems and even the technical support staff can login incidents when they are able to identify one.The person who is responsible for smooth functioning of the incident management process is the incident manager. Role in general Ensure technical support teams follow incident management process during incident resolution. The incident manager is tasked with ensuring that the documented incident management process is followed by everybody who comes under the scope. for eg. technical support team, suppliers, service desk and the incident manager himself. The incident manager produces inicident reports and other management reports as required by the process. He also keeps tab on the defined KPIs and publishes KPI REPORTS AS WELL (produce management and KPI reports) Incident manager needs to check the pulse of the incident management process to assess its effectiveness and to identify improvements Assess effectiveness of the incident management process and identify and make recommendations for improvement. On a regular basis he must audit the process controls. whether all the parties who come under the process are adhering to the process or not. (Audit the incident management process). All the most companies have quality person doin this activity. according to ITIL it is one of the responsibilites of the incident manager. Role during Major Incidents: The incident manager plays the critical role during the resolution of major incidence. for starters, all major incidents come to the incident manager for assessment of priority. the incident manager determines the priority of the incident based on the urgency of the resolution and the impact that the incident is causing(Assess the priority of an incident based on urgency and impact) Bring Technical support teams on a bridge to lead service restoration (In todays setup not all the technical support are located in the same building, windows support running out of the phillipines and you need support some where in india and database could be in uk while the customer sits and enjoys service in the US. During the major incident it is necessary all the technical support teams come together virtually to work as a team towards service restoration.Let's see how the communication must take place during major incidents) Incident Bridge =============== 1. Communication during major incidents will be through telephone only, no emails (one of the best practices of the major incident management is to perform all communication activities as the support over telephone is spontaneous or instantenous which is not on email that immediate.) 2. Bring various support staff on a single bridge and facilitate towards service restoration (The incident manager and his team will be required to call the technical support teams and ask them to join the tech bridge. The incident manager will facilitate the discussion towards incident resolution. he may not be a technical person who can provide solutions but he is definitely some body who can call upon the right teams to bring up on their expertise in the resolution of major incidence. 3. The focus of the incident bridge is to resolve the incidents as quickly as possible and nothing else. I will run a mock bridge discussion in the next slide to showcase what generally happens on an the incident bridge and how the incident manager must be geared to tackle such situations. Mock discussions: When there are major incidents running, incient manager sends out timely updates to the senior management and to the customer. (publish senior management and customer real time communication.) This activity sounds to be administrative one but it is not. senior management and customers panic whenever there are major impacts. A good crisp communication will calm their nerves in understanding that the teams are working on that issue and not sitting on it. The incident management will also lend this knowledge to the problem management team in their efforts to identify their root cause. I must make one thing clear though The incident manager is not responsible for identifying the RCA, but can support in sharing information that he came across during the incident that can potentially help in identifying the root cause. (Support the problem management process in their efforts to identify the root cause)
Sir the mock discussions were awesome, please cover as many situations and as many topics with mock discussions. Very good for a beginner. each second was productive watching this nice presentation.
![I.N "HALLUCINATION" | [Stray Kids : SKZ-PLAYER]](http://i.ytimg.com/vi/n5B5q1Hwt_U/mqdefault.jpg)
So smoothly and superbly explained. I hope i clear my interview for the Incident manager role today. Thank you.
you are amazing, soo good this video!!!!!!!!! clear simple and direct !!!!!!!
The video is short and simple to understand the Incident Manager roles and responsibility..its very good approach..!! thanks a lot for sharing the video..!!
Good morning, I hope you are well... I have a question about Incident Management; If an incident must be validated by two or more resolution analysts or two or more areas are involved, it is okay to implement tasks or task flows so that the characters involved in the solution can register their participation.
Hi Abhinav, It's a fantastic video. The conversation on the bridge call is the excellent one !!
Abhinav,
The video was simple, useful and effective. Thanks.
Abhinav please create practical Major incident handling video till resolution video, plz
Simple, crisp & clear, thank you!
Thanks Abhinav for Sharing the information. Video is very helpful in understanding the incident Manager roles and responsiblities. Thanks Alot
Very useful information that is explained with detail and easy to understand.
The mock discussion was a great addition in helping to learn the communications when an incident occurred. Thank you for this video!
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You explained incident management in a very simple and effective way. Thanks for the Video Abhinav.
Abhinav Kaiser- You are a Star mate !! Cheers !
Really great explained quite a bit in just nine minutes
Great detailed information with those funny voice characters...
Very well done. Thank you for the presentation. Great information!
Good one... subscribed ♥️
Good explanations of roles and responsibilities of an Incident Manager.Liked the mock session too. Thanks Abhinav:)
You rock . I think there are a lot more examples, but you illustrated a good one. Thanks
nicely illustrated, brilliant role play ! Quite helpful. Thanks Abhinav
dude you were best at that explained. Cheers.
Excellent stuff Abhinav. Can you please share the PPT?
very useful video for the new IM's, u made it easy and simple
excellent video with real life example. looking for videos like that. thanks a lot. :)
this is perfect and spot on, wow.
9:10 sec way too less, very informative indeed! Could you suggest if you have indepth videos on the same Abhinav?
Very clear and useful. Thank you!
Thanks! for this video it will help much, I have request please keep creating such videos.
Hi Abhinav,
More Informative finally chosen right video to understand IM roles. Would be mine to provide more videos on IM roles, how to improve MTTR services. Clear understand mechanism of IM roles.
Does this mean that service delivery manager and Incident manager does same duties sort of? I'd like to see the same Video in an Agile Environment for Software/Test Department. Thanks for the video.
Nicely explained
Its really very Good Video...
Awesome Video..
Great Video
Abhinav thanks alot for the video it was very clear for me to understand, I worked for a BPO in TCS where we need to work on the tickets and alert on Major Outage incidents, I want to enter in to the Incident Manager and I have completed my certification in the ITIL Foundation Level. Could you please guide me in entering in to IM Roles and please do provide me with the few documents which will reallly help me.
Thanks in advance for your assistance.
Regards,
Naren.
Very informative.. let me try my luck this sunday :)
Good bro, loved your video
Loved it, Awesome thanks Abhinav:)
Thanks Abhinav. I would like to be a part of such discussions on various ITIL processes and the roles involved. Is there any forum or community you would suggest, that will help to participate and gain more knowledge.
Informative!
ok lets say a user reported an issue with his/her computer using online
reporting or by sending email or leaving a voice mail. but the message
was missing key information like computer serial number or location of
the computer in the company etc. My question, do you log a ticket or log
a ticket and put it on pending waiting for the user to call back with
full info? Thank you.
If e-mail address is available: We will log ticket on the behalf of the user and send an e-mail to the user asking the required information to investigate the issue. after that we will copy /paste the e-mails detail in the ticket as a private comment.
If e-mail address is not available: We will try to contact the user via chat application like, skype, lync, etc. and the copy/paste the chat in the ticket as a private comment and keep the ticket in Waiting for response status.
If issue is reported as a ticket in ticketing tool, we will add a comment seeking required information from the user for further investigation and keep the ticket in Waiting for response status.
Good work !!!
Thanks for the explanation !
superb! :)
awesome....god bless u
Abhinav very good and helpful explanation. Would you have some more tips how to work as an Incident Manager? More tips about the conferences and the process? or any material which approaches that in a specific way for who is starting on this job?
Please read my blog abhinavpmp.com. There are more such posts.
Thanks Abhinav for such great presentation video. Just one question though, is ITIL mandate for Incident manager position?
Yes. At least ITIL Foundation certification.
thanks Abhinav, is it ok if i send you my CV for a review. Also is problem management a must for Incident manager position?
very helpful
very nice... thanks
excellent thank you
Role of an incident manager
============================
Introduction to incident Management process
Role of an incident Manager in general
Role of an incident Manager during Major incidents
Incident Management process: Incident is unplanned interruption or reduction in the quality of IT service
for eg. you are not able to print as you have run out of ink cartridges this is an interruption to the print service can be
called as an incident. The management of such outages is the essence of incident management process.
Purpose: The purpose of an incident management is to restore normal service as quickly as possible and minimize business
impact. Now in the case of print services, IT department can give you an option to print some documents through another
printer while you wait on the procurement of the ink cartridges to go through. what is imp. during resolution? You are able
to print documents whether from your preferred printer or another printer is immaterial.
Incidents can be reported either by users, or by tools like monitoring systems and even the technical support staff can
login incidents when they are able to identify one.The person who is responsible for smooth functioning of the incident
management process is the incident manager.
Role in general
Ensure technical support teams follow incident management process during incident resolution. The incident manager is
tasked with ensuring that the documented incident management process is followed by everybody who comes under the scope.
for eg. technical support team, suppliers, service desk and the incident manager himself.
The incident manager produces inicident reports and other management reports as required by the process. He also keeps tab
on the defined KPIs and publishes KPI REPORTS AS WELL (produce management and KPI reports)
Incident manager needs to check the pulse of the incident management process to assess its effectiveness and to identify improvements
Assess effectiveness of the incident management process and identify and make recommendations for improvement.
On a regular basis he must audit the process controls. whether all the parties who come under the process are adhering to the process or not. (Audit the incident management process). All the most companies have quality person doin this activity. according to ITIL it is one of the responsibilites of the incident manager.
Role during Major Incidents:
The incident manager plays the critical role during the resolution of major incidence. for starters, all major incidents come to the incident manager for assessment of priority. the incident manager determines the priority of the incident based on the urgency of the resolution and the impact that the incident is causing(Assess the priority of an incident based on urgency and impact)
Bring Technical support teams on a bridge to lead service restoration (In todays setup not all the technical support are located in the same building, windows support running out of the phillipines and you need support some where in india and database could be in uk while the customer sits and enjoys service in the US. During the major incident it is necessary all the technical support teams come together virtually to work as a team towards service restoration.Let's see how the communication must take place during major incidents)
Incident Bridge
===============
1. Communication during major incidents will be through telephone only, no emails (one of the best practices of the major incident management is to perform all communication activities as the support over telephone is spontaneous or instantenous which is not on email that immediate.)
2. Bring various support staff on a single bridge and facilitate towards service restoration (The incident manager and his team will be required to call the technical support teams and ask them to join the tech bridge. The incident manager will facilitate the discussion towards incident resolution. he may not be a technical person who can provide solutions but he is definitely some body who can call upon the right teams to bring up on their expertise in the resolution of major incidence.
3. The focus of the incident bridge is to resolve the incidents as quickly as possible and nothing else. I will run a mock bridge discussion in the next slide to showcase what generally happens on an the incident bridge and how the incident manager must be geared to tackle such situations.
Mock discussions:
When there are major incidents running, incient manager sends out timely updates to the senior management and to the customer. (publish senior management and customer real time communication.) This activity sounds to be administrative one but it is not. senior management and customers panic whenever there are major impacts. A good crisp communication will calm their nerves in understanding that the teams are working on that issue and not sitting on it. The incident management will also lend this knowledge to the problem management team in their efforts to identify their root cause. I must make one thing clear though
The incident manager is not responsible for identifying the RCA, but can support in sharing information that he came across during the incident that can potentially help in identifying the root cause. (Support the problem management process in their efforts to identify the root cause)
Sir the mock discussions were awesome, please cover as many situations and as many topics with mock discussions. Very good for a beginner. each second was productive watching this nice presentation.
Such things show clearly the silly world we are living in today.
Very Helpful :)
has an echo on the sound
hahah this is really good info, but funny aswell ^^
Your session was very good & informative except that fake funny accent u keep changing now and then