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CIMSNex User Guides

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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.

 

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In the context of service management, addressing non-conformities is crucial to maintaining service quality and customer satisfaction. Corrective actions play a vital role in identifying, investigating, and resolving non-conformities within services. By implementing effective corrective actions, organizations can prevent recurrence, mitigate risks, and continuously improve their service delivery.

Corrective Action Request

  1. CAR No.: This field represents the unique identifier or number assigned to the Corrective Action Request (CAR). It helps in tracking and referencing the specific CAR throughout the process.

  2. CAR Date: This field captures the date when the CAR was initiated or generated.

  3. Business Service: This field specifies the business service or area to which the CAR is related. It helps in categorizing and assigning the CAR to the appropriate service owner or team.

  4. CAR source: This field indicates the source or origin of the CAR, such as the service owner who identified the issue or the department responsible for the affected element.

  5. Element: This field identifies the specific element, component, facility, equipment, or tools associated with the CAR. It provides further context or specificity to the issue.

  6. Finding: This field describes the type of finding or issue identified, such as product defects, service defects, process inefficiencies, or non-compliance with standards or regulations.

  7. Additional Description: This field allows for providing any additional information or details related to the CAR, such as specific observations, supporting evidence, or relevant context.

  8. Request to: This field specifies the person or team to whom the CAR is assigned or directed. It indicates who is responsible for addressing and implementing the corrective actions.

  9. Request Description: This field provides a detailed description of the request or action required to address the identified finding or issue. It outlines the steps or measures to be taken to resolve the problem and prevent its recurrence.

Planning a Corrective Action Request

  1. CarNo: This field represents the unique identifier or number assigned to the CAR Planning. It helps in tracking and referencing the specific CAR throughout the planning process.

  2. Containment: This field captures the containment actions that are taken immediately to prevent further impact or recurrence of the identified issue. Containment measures are temporary measures implemented until the root cause is identified and permanent corrective actions are implemented.

  3. Rootcause: This field identifies the root cause of the issue or problem that led to the CAR. It helps in understanding the underlying factors or systemic issues that need to be addressed to prevent similar incidents in the future.

  4. Root Cause Description: This field provides a detailed description or analysis of the identified root cause. It explains the contributing factors, weaknesses, or failures that led to the issue.

  5. Decision: This field captures the decision or determination made based on the analysis of the root cause. It specifies the appropriate course of action or solution to address the root cause and prevent its recurrence.

  6. Additional Details: This field allows for providing any additional information or details related to the Decision

  7. Proposed by: This field indicates the person or team proposing the planned actions or solutions to address the root cause. It may be the individual assigned to the CAR, a subject matter expert, or a designated team responsible for quality control and inspection.

  8. Assigned to: This field specifies the person or team responsible for executing the planned actions or implementing the proposed solutions. It indicates the individuals who will be accountable for driving the corrective actions forward.

  9. When: This field captures the date or timeline for when the planned actions or solutions are expected to be implemented or completed.

  10. Comment: This field allows for providing any additional comments, notes, or observations related to the CAR planning process. It may include updates, progress reports, or any other relevant information.

Approve Corrective Action Plan

To approve a CAR plan, select one option i.e. Approved/ Rejected and Give a Comment

Verifying the Corrective Action 

  1. Verification Status: Indicate the status of verification to determine if the feedback has been addressed and resolved.

  2. Completion Date: Enter the date when the verification process for the feedback was completed.

  3. Completed by: Specify the name or identifier of the person responsible for completing the verification process.

  4. Comment/Lesson Learnt: Add any relevant comments or lessons learned during the verification process.

  5. Upload Support Document: Attach any relevant support documents or files related to the feedback, if applicable.

 

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Communication planning plays a vital role in ensuring effective and efficient communication with interested parties who have a stake in the success of a project, initiative, or organization. Mapping communication planning to interested parties involves identifying the key stakeholders, understanding their communication needs and preferences, and developing tailored communication strategies to engage and inform them.

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ISO 27001 - Information Security

ISO 20000 - IT Service Management

ISO 22301 - Business Continuity

ISO 9001 - Quality Management

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