IT Incident Management: How to Manage IT Incidents


2023-11-09 20:00 project manager


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An incident is when something happens that isn’t expected and usually has a negative impact on what you’re doing. When working in information technology (IT), an incident can shut down a network or server and stop work, which is why IT incident management is so important. Before we go into the process of IT incident management, let’s first understand what the term IT incident means and how IT incident management is defined. Then we’ll offer a few free IT incident management templates to help you control issues in your IT and how project management software can do what templates can’t. What Is an IT Incident? Where an incident is somewhat neutral in natural speech, it’s a different matter when you’re talking about IT. An IT incident is unexpected and tends to be disruptive to the operational processes of an organization. It can also reduce the quality of a service. However you define it, you’re not going to want to have an IT incident, and if you do, then you’re going to want to be prepared to address it quickly. While many might use the word ‘risk’ to describe this, and they’d not be wrong, ‘IT incident’ is the nomenclature used by development and IT operations teams. When an IT incident happens it can cause a service interruption or worse. Having project management software is a way to quickly restore service. ProjectManager has IT incident management features that allow IT teams to identify, mitigate and track issues in real time. IT incidents can be captured on task cards that show the priority, impact and likelihood of the IT incident occurring. The card also will have a plan of action, attached files as needed and be assigned to an IT team member. It can then be tracked on a kanban board as it’s being resolved. Get started with ProjectManager today for free. IT Incident Examples An IT incident is unexpected, but there are many examples of IT incidents that IT teams are always on the lookout for. Any violation of security policies and controls is a problem, whether it steals data or disrupts systems. Here are just a few of the potential IT incidents. A network device that causes a hardware crash A bug that prevents the software from working properly Phishing scam to gain illegal entrance to a network Malware is introduced to a computer Application attack to illegally enter a website Ransomware that holds data hostage for payment Unauthorized access Email virus Theft Natural disasters, such as earthquakes, hurricanes, etc. What Is IT Incident Management? To control IT incidents, development and IT operations teams use IT incident management, which organizes the response to unplanned events or service interruptions to resolve the issue quickly. This is clearly one of the most important functions of an IT team, as the loss of IT functionality can be devastating to the organization’s operations. IT incident management helps IT teams to respond effectively to recover fast. It also addresses customers, stakeholders, service owners and others in the organization by communicating clearly about the IT incident. IT teams need to collaborate in order to get the system back up and running and continuously improve by learning from past IT incidents so they’re less likely to occur again. Recovering from an IT incident using IT incident management should be done without affecting service-level agreements (SLAs), which define the level of service expected from a vendor. There can be penalties if the agreed-upon service levels are not achieved. IT incident management usually starts with a report of an issue from an end user. The benefits of IT incident management include proactive identification and prevention of major IT incidents, improved productivity, consistent service levels, heightened visibility of known issues and more. By mitigating IT incidents and preventing others from happening, businesses can stay in operation and meet compliance and regulatory standards. IT Incident Management Process The process for IT incident management is used to identify, prioritize and resolve IT incidents quickly while also reducing their negative impact on business operations and customer satisfaction. IT incident management follows these five steps. 1. Identify Potential Incidents First, you have to identify potential IT incidents. This can be IT incidents that have yet to occur or capturing those that have been reported. That identification process can include using user logs and solution analysis. Whatever the process, IT teams need to be thorough and collect all the data to keep the recovery process moving swiftly forward. They can also use support teams to set up relevant channels for end users to report issues. 2. Create an IT Incident Log The IT incident log will collect all the pertinent information and help to classify the IT incident. Use the information you gathered in the first step to name the incident, add an ID number to more easily track it, describe the incident, the date it was discovered and who the manager of that IT incident is. In the incident log, you’ll also want to categorize it. 3. Prioritize IT Incidents Next, you’ll want to prioritize the IT incident. This is especially helpful when there are many and you have to manage your time and effort to address the most severe IT incidents first. You’ll have to look at all the IT incidents that have been reported and prioritize those against one another. This will allow you to start with the high-priority incidents that will have the greatest impact on your IT first. 4. Create an Incident Response Plan Now, you’re ready to make your plan of action. IT teams will investigate and analyze the IT incidents and come up with a plan to resolve them. This will require a series of tasks that will need to have resources and costs attached. 5. Execute IT Incident Response Tasks With the plan in place, the IT team will then go about executing the tasks of that plan. This will result in eliminating the threat and restoring systems or services to normal operation. Once the IT incident is resolved, the incident is closed. That process includes documentation, reporting and evaluating the steps taken to discern any improvements that can be made the next time an IT incident is reported. IT Incident Management Templates In order to facilitate the process of IT incident management, ProjectManager has many free project management templates for Excel and Word that can be downloaded from our site. We have dozens of free templates that cover every phase of the project. The following are three IT incident management templates to help you implement a more successful process of eliminating incidents in your IT. Risk Matrix Template An IT incident needs analysis and our free risk matrix template for Excel helps you define the incident to know how to best respond to it. The color-coded matrix allows you to determine the priority of the incident as well as its severity and likelihood of happening (when preparing for a possible IT incident). RAID Log Template RAID stands for risk, assumptions, issues and decisions and our free RAID log template for Excel helps with the planning and execution of IT incident mitigation. It helps to mitigate those incidents by describing them, their impact and what the response should be. You can also prioritize and assign an IT team member to be responsible for the IT incident. Action Plan Template Once you’ve prioritized and analyzed the IT incident, the next step is to create a plan to resolve it. Use our free action plan template for Excel to create the steps you’ll need to execute, assigning team members to those tasks, with start and due dates. This planning document will give your IT incident management a framework to get things done efficiently. How ProjectManager Helps With IT Incident Management As helpful as these free IT incident management templates are, they’re not great for collaboration and must be manually updated, which will take the IT team away from the more important work of resolving the incident. Project management software is a more powerful alternative to respond effectively to IT incidents. ProjectManager is award-winning project management software that helps you identify, manage and track IT incidents in real time. Our software has multiple project views so you can use IT incident management with the tools that best fit your work, whether that’s Gantt charts for managers, task lists or kanban boards for developers. Log Incidents and Assign a Priority Level Whichever project view you use, you’ll be able to log the incident and add all the details you need to better address it and have it resolved quickly. For example, our robust task lists can list each IT incident, assign a priority level and tag to make it easy to find. You can attach photos and documentation to help with mitigation and then task a team member with executing it. This provides users with an IT incident log to identify, plan and track the response in real time. Managers can make sure the work is being done quickly without interrupting their team. Assign, Schedule and Track Incident Response Tasks Another project view that helps users with IT incident management are our customizable kanban boards. Incidents are registered on task cards, which show priority, tags, due dates and can be assigned to teams. You can customize the columns on the board to reflect your IT incident management plan and managers can view the card as it moves from column to column to make sure it’s being executed in a timely manner. Meanwhile, teams can collaborate by sharing files that can be attached to the cards and commenting to connect them whether they’re in the same office or working remotely. With our risk management features to capture, plan and track IT incidents, task management features to manage that work and resource management tools to ensure that everyone has what they need when they need it, our software covers every aspect of your IT incident management process. You can even automate workflows to keep teams focused on what’s important. Adding task approval settings makes sure work is properly done before moving forward. ProjectManager is online project management software that connects teams in the office or anywhere they’re working. They are always working on the most updated, real-time data no matter which project view they’re using. Email notifications and in-app alerts keep them on top of any progress or changes, fostering better collaboration. Get started with ProjectManager today for free.
意外事件是指发生了一些意料之外的事情,通常会对你正在做的事情产生负面影响。在信息技术(IT)领域工作时,事件可能会关闭网络或服务器并停止工作,这就是IT事件管理如此重要的原因。 在我们进入IT事件管理的过程之前,让我们首先了解术语IT事件的含义以及如何定义IT事件管理。然后,我们将提供一些免费的IT事件管理模板,以帮助您控制IT中的问题,以及项目管理软件如何完成模板无法完成的任务。 什么是IT事件? 如果一个事件在自然语言中是中性的,那么当你谈论IT时,情况就不同了。IT事件是意外的,往往会破坏组织的运营流程。它也会降低服务质量。 无论您如何定义它,您都不希望发生IT事件,如果发生了,那么您将希望准备好快速解决它。虽然许多人可能会使用“风险”这个词来描述这一点,但他们不会错,“IT事件”是开发和IT运营团队使用的术语。 当IT事件发生时,可能会导致服务中断或更糟。拥有项目管理软件是快速恢复服务的一种方法。ProjectManager具有IT事件管理功能,允许IT团队实时识别、缓解和跟踪问题。IT事件可以在任务卡上捕获,这些任务卡显示IT事件发生的优先级、影响和可能性。该卡还将有一个行动计划,根据需要附加文件,并分配给IT团队成员。然后可以在解决问题时在看板上跟踪它。立即免费开始使用ProjectManager。 IT事件示例 IT事件是意外的,但有许多IT事件的例子,IT团队总是在寻找。任何违反安全策略和控制的行为都是一个问题,无论是窃取数据还是破坏系统。这里只是一些潜在的IT事件。 导致硬件崩溃的网络设备 使软件不能正常工作的错误 网络钓鱼骗局,以获得非法进入网络 恶意软件被引入计算机 应用程序攻击非法进入网站 勒索软件将数据作为支付人质 未经授权的访问 邮件病毒 盗窃 自然灾害,如地震、飓风等。 什么是IT事件管理? 为了控制IT事件,开发和IT运营团队使用IT事件管理,它组织对计划外事件或服务中断的响应,以快速解决问题。这显然是IT团队最重要的职能之一,因为IT功能的丧失可能对组织的运营造成破坏性影响。 IT事件管理可帮助IT团队有效响应,快速恢复。它还通过清晰地传达IT事件来解决客户、利益相关者、服务所有者和组织中的其他人。IT团队需要进行协作,以使系统恢复正常运行,并通过从过去的IT事件中学习来不断改进,从而降低此类事件再次发生的可能性。 使用IT事件管理从IT事件中恢复应该在不影响服务级别协议(SLA)的情况下完成,SLA定义了供应商期望的服务级别。如果没有达到商定的服务级别,可能会受到处罚。 IT事件管理通常从最终用户的问题报告开始。IT事件管理的好处包括主动识别和预防重大IT事件、提高生产力、一致的服务级别、提高已知问题的可见性等。通过减少IT事件并防止其他事件发生,企业可以保持运营并满足合规性和监管标准。 IT事件管理流程 IT事件管理流程用于快速识别、优先处理和解决IT事件,同时减少其对业务运营和客户满意度的负面影响。IT事件管理遵循这五个步骤。 1.识别潜在事件 首先,您必须识别潜在的IT事件。这可能是尚未发生的IT事件,也可能是已报告的事件。该识别过程可以包括使用用户日志和解决方案分析。无论是什么过程,IT团队都需要彻底收集所有数据,以保持恢复过程快速前进。他们还可以使用支持团队为最终用户建立相关渠道来报告问题。 2.创建IT事件日志 IT事件日志将收集所有相关信息,并帮助对IT事件进行分类。使用您在第一步中收集的信息来命名事件,添加ID号以更轻松地跟踪它,描述事件,发现日期以及该IT事件的经理是谁。在事件日志中,您还需要对其进行分类。 3.确定IT事件的优先级 接下来,您需要对IT事件进行优先级排序。当有很多IT事件时,这一点尤其有用,而且您必须首先管理您的时间和精力来解决最严重的IT事件。您必须查看已报告的所有IT事件,并将它们相互区分优先级。这将允许您首先从对IT影响最大的高优先级事件开始。 4.创建事件响应计划 现在,你可以制定行动计划了。IT团队将调查和分析IT事件,并提出解决方案。这将需要一系列的任务,这些任务将需要资源和费用。 5.执行IT事件响应任务 有了计划,IT团队将开始执行该计划的任务。这将导致消除威胁并将系统或服务恢复正常运行。一旦IT事件得到解决,该事件即被关闭。该过程包括记录、报告和评估所采取的步骤,以确定下次报告IT事件时可以做出的任何改进。 IT事件管理模板 为了方便IT事件管理的过程中,ProjectManager有许多免费的Excel和Word的项目管理模板,可以从我们的网站下载。我们有几十个免费的模板,涵盖了项目的每个阶段。以下是三个IT事件管理模板,可帮助您更成功地实施消除IT事件的流程。 风险矩阵模板 IT事件需要分析,我们的Excel免费风险矩阵模板可帮助您定义事件,以了解如何最好地应对它。颜色编码的矩阵可让您确定事件的优先级及其严重性和发生的可能性(在为可能的IT事件做准备时)。 RAID日志模板 RAID代表风险、假设、问题和决策,我们免费的Excel RAID日志模板有助于规划和执行IT事件缓解。它通过描述这些事件、其影响和应对措施来帮助减轻这些事件。您还可以优先考虑并分配一名IT团队成员负责IT事件。 行动计划模板 一旦您对IT事件进行了优先级排序和分析,下一步就是创建解决计划。使用我们的Excel免费行动计划模板创建您需要执行的步骤,为这些任务分配团队成员,并注明开始日期和截止日期。这份计划文档将为您的IT事件管理提供一个框架,以有效地完成任务。 ProjectManager如何帮助IT事件管理 尽管这些免费的IT事件管理模板很有帮助,但它们并不适合协作,必须手动更新,这将使IT团队无法完成解决事件的更重要工作。项目管理软件是有效应对IT事件的更强大的替代方案。ProjectManager是屡获殊荣的项目管理软件,可帮助您实时识别、管理和跟踪IT事件。我们的软件具有多个项目视图,因此您可以使用最适合您工作的工具来管理IT事件,无论是针对经理的图表、任务列表还是针对开发人员的看板。 记录事件并分配优先级 无论您使用哪个项目视图,您都可以记录事件并添加所需的所有详细信息,以便更好地解决问题并快速解决问题。例如,我们强大的任务列表可以列出每个IT事件,分配优先级和标签,以便轻松查找。您可以附加照片和文档以帮助缓解,然后指派团队成员执行缓解。这为用户提供了IT事件日志,以实时识别、计划和跟踪响应。管理人员可以确保工作快速完成,而不会打断团队。 分配、安排和跟踪事件响应任务 另一个帮助用户进行IT事件管理的项目视图是我们的可定制看板。事件在任务卡上登记,任务卡显示优先级、标签、截止日期,并可分配给团队。您可以自定义板上的列,以反映您的IT事件管理计划,管理人员可以查看卡,因为它从一列移动到另一列,以确保它正在及时执行。与此同时,团队可以通过共享文件进行协作,这些文件可以附加到卡片上,并通过评论将他们联系起来,无论他们是在同一个办公室还是远程工作。 我们的风险管理功能可捕获、计划和跟踪IT事件,任务管理功能可管理工作,资源管理工具可确保每个人在需要时都能得到所需,我们的软件涵盖IT事件管理流程的各个方面。您甚至可以自动化工作流程,让团队专注于重要的事情。添加任务审批设置可确保在继续之前正确完成工作。 ProjectManager是一款在线项目管理软件,可以将办公室或任何工作地点的团队连接起来。无论使用哪种项目视图,他们始终处理最新的实时数据。电子邮件通知和应用内提醒使他们能够随时了解任何进展或更改,从而促进更好的协作。立即免费开始使用ProjectManager。