Incident Management Map
Effective management minimizes impacts, improves customer experience, and optimizes resources.
Hello! I am Alex, from the support team of CompanyX. I will guide you through our incident management map step by step.
What is an incident?
Examples:
App with system down
At CompanyX, an incident is any interruption, degradation, or failure affecting a service, system, or operational process.
User access error
Abnormal system slowness
Integration failure
Management goal: Restore normal service as soon as possible, with minimal impact.
Why is an incident management map important?
An incident management map allows:
Act in an organized manner
Prioritizecorrectly
Reduce resolution times
Improve thecommunication
Learn frommistakes
When we follow the same process, we avoid improvisations and resolve issues much faster.
Overview of the incident management map
The incident management map is divided into 6 phases:
Assignment
Classification and prioritization
Detection and recording
Analysis andcontinuous improvement
Verification and closure
Diagnosisand resolution
It is registered in the management tool.
Detectionand registration
Problem description
Date and time
The incident is detected (user, monitoring, provider).
Affected service
Date and time
All incidents must be registered.If it is not in the system, it is as ifit did not exist.
User or system reporting
Classification and prioritization
Type of incident
Urgency
Impact (high, medium, low)
Priority
Objective:
Examples:
Attend to what generates the most impact first.
Critical incident: main system outage
Minor incident: visual error with no operational impact
Assignment
The incident is assigned to the appropriate team or technician. Response times (SLA) are defined.
Assignment criteria:
Level of specialization
Availability
Type of incident
Objective: Ensure the incident reaches the person who can resolve it.
Diagnosis and resolution
Key activities:
Escalation (if necessary)
Application of solutions
Cause analysis
Possible actions:
Service restoration
Temporary solution
Technical correction
Objective: Resolve the incident and restore the service.
Now it's time to analyze the problem and apply the best solution to restore the service.
Verification and closure
Before closing the incident:
It is validated with the affected user or system.
It is verified that the service is functioning correctly.
The closure includes:
Resolution Confirmation
Documentationof the solution.
Objective: Ensure that the incident is truly resolved.
Analysis and Improvement
Results:
What is analyzed?
Lessons Learned
Recurrent Causes
Preventive Actions
Resolution Times
Every incident is an opportunity to improve and prevent it from happening again.
Process Improvement
SLA Compliance (Service Level Agreement)
Objective: Prevent the incident from recurring.
Verification and closure
Self-assessment
Drag and drop each concept into the correct phase of the incident management map.
Classificationand prioritization
Diagnosisand resolution
Assignment
Analysis andimprovement
Detection and registration
Review the content again.
Good job!
You have correctly identified all the phases of the incident management map.
Before closing, we check that everything works and that the user is satisfied.
An incident is any problem that interrupts the service. Detecting it quickly is the first step to solving it.
Assigning the incident properly is key: it must reach the right person as soon as possible.
Our map has 6 phases. We always follow this order, from detecting the problem to learning from it.
Not all incidents are equally urgent. Here we decide what toaddress first.
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Transcript
Incident Management Map
Effective management minimizes impacts, improves customer experience, and optimizes resources.
Hello! I am Alex, from the support team of CompanyX. I will guide you through our incident management map step by step.
What is an incident?
Examples:
App with system down
At CompanyX, an incident is any interruption, degradation, or failure affecting a service, system, or operational process.
User access error
Abnormal system slowness
Integration failure
Management goal: Restore normal service as soon as possible, with minimal impact.
Why is an incident management map important?
An incident management map allows:
Act in an organized manner
Prioritizecorrectly
Reduce resolution times
Improve thecommunication
Learn frommistakes
When we follow the same process, we avoid improvisations and resolve issues much faster.
Overview of the incident management map
The incident management map is divided into 6 phases:
Assignment
Classification and prioritization
Detection and recording
Analysis andcontinuous improvement
Verification and closure
Diagnosisand resolution
It is registered in the management tool.
Detectionand registration
Problem description
Date and time
The incident is detected (user, monitoring, provider).
Affected service
Date and time
All incidents must be registered.If it is not in the system, it is as ifit did not exist.
User or system reporting
Classification and prioritization
Type of incident
Urgency
Impact (high, medium, low)
Priority
Objective:
Examples:
Attend to what generates the most impact first.
Critical incident: main system outage
Minor incident: visual error with no operational impact
Assignment
The incident is assigned to the appropriate team or technician. Response times (SLA) are defined.
Assignment criteria:
Level of specialization
Availability
Type of incident
Objective: Ensure the incident reaches the person who can resolve it.
Diagnosis and resolution
Key activities:
Escalation (if necessary)
Application of solutions
Cause analysis
Possible actions:
Service restoration
Temporary solution
Technical correction
Objective: Resolve the incident and restore the service.
Now it's time to analyze the problem and apply the best solution to restore the service.
Verification and closure
Before closing the incident:
It is validated with the affected user or system.
It is verified that the service is functioning correctly.
The closure includes:
Resolution Confirmation
Documentationof the solution.
Objective: Ensure that the incident is truly resolved.
Analysis and Improvement
Results:
What is analyzed?
Lessons Learned
Recurrent Causes
Preventive Actions
Resolution Times
Every incident is an opportunity to improve and prevent it from happening again.
Process Improvement
SLA Compliance (Service Level Agreement)
Objective: Prevent the incident from recurring.
Verification and closure
Self-assessment
Drag and drop each concept into the correct phase of the incident management map.
Classificationand prioritization
Diagnosisand resolution
Assignment
Analysis andimprovement
Detection and registration
Review the content again.
Good job!
You have correctly identified all the phases of the incident management map.
Before closing, we check that everything works and that the user is satisfied.
An incident is any problem that interrupts the service. Detecting it quickly is the first step to solving it.
Assigning the incident properly is key: it must reach the right person as soon as possible.
Our map has 6 phases. We always follow this order, from detecting the problem to learning from it.
Not all incidents are equally urgent. Here we decide what toaddress first.