System Guides

The Incident Management feature in CIMSNex follows ITIL principles and meets ISO 20000:2018 requirements. It functions as a helpdesk system, enabling efficient logging, analysis, and verification of IT incidents. This guide offers an overview of the fields involved in incident logging, analysis, and verification processes, ensuring timely resolution and closure of incidents.

Incident Logging

1. Incident No.: This field automatically generates a unique identifier for each incident.

2. Date: Specify the date when the incident was reported.

3. Time (24Hr): Enter the time of the incident report

4. Reported by: Identify the person or entity who reported the incident. Provide their name or relevant contact information.

5. Customer Organisation: Specify the organization or customer affected by the incident.

6. Business service: Identify the specific business service impacted by the incident.

7. Impact: Assess the impact level of the incident on the affected business service. This can range from low to high, indicating the severity of the impact.

8. Incident description: Provide a brief summary or title that describes the incident.

9. Details: Elaborate on the incident, providing all relevant information necessary for its analysis and resolution.

Incident Analysis

1. Incident Number: This field displays the unique identifier assigned to the incident being analyzed.

2. Date: Specify the date when the incident analysis is being performed.

3. Urgency: Assess the urgency of resolving the incident, taking into account its impact on business operations. Choose an appropriate urgency level from the provided options.

4. Possible Cause: Identify the possible underlying cause or source of the incident. Determine the primary reason that led to its occurrence.

5. Details: Provide additional details or context relevant to the incident analysis process.

6. Correction/Containment: Outline the corrective or containment actions taken to address the incident. Describe the steps or measures implemented to mitigate its impact.

7. Additional Description: Include any supplementary information or comments related to the incident analysis.

8. Assigned: Assign the incident to the appropriate person or team responsible for its resolution.

9. When: Specify the target date for resolving the incident.

Incident Verification

1. Verification Status: Indicate the status of incident verification.

2. Date: Specify the date when the incident verification is being conducted.

3. Comment/Lesson Learned: Provide any comments or lessons learned during the incident resolution process.

4. Resolution: Select the appropriate resolution option from the provided dropdown menu.

5. Resolution Description: Provide a detailed description of the incident resolution, including the actions taken to resolve the incident.

6. Problem: If the incident is identified as a recurring problem, select the relevant problem option from the dropdown menu.

7. Problem Description: Provide a description of the underlying problem if applicable.

8. Upload Support Document: Attach any relevant supporting documents or files related to the incident resolution, if necessary.