An incident flow chart is a simple term given to the incident management steps undertaken to deal with a situation of crisis. When a service fails to fulfill the expected performance, it is mandatory to take action and restore the service to its normal state. It is also essential to keep such situations under check so they can be prevented from causing a breach of the service in the future. To reach the objectives of incident management, you can take the help of chart templates created for this purpose.
The first point in an incident flow chart is incident identification. Incident reporting sources include self-service, support chats, telephone calls, walk-ups, and automated notices, emails, such as network software surveillance or system scanning utilities. As the service desk, you need to identify whether it is an incident or service request.
Once it has been recognized as an incident, you need to log it as a ticket or registration number. It should include data such as the name and contact number of the user, the description of the event, and the incident report date and time. Categorization, prioritization and the steps you take may also be included in the logging method.
Categorization consists of assigning a category to the event. There are several purposes for this intervention. First, it enables the service desk to sort incidents and to model them based on their classifications. Second, it enables for automatic prioritization of some problems. And the third purpose is to track the incident accurately.
Prioritization is essential to adhere to proper response. The priority of an incident depends on its impact on the victim and the business workings. The incident will either fall under high-priority, medium-priority or low-priority incidents. Usually, high-priority incidents include financial losses and must be looked into immediately.
After recognizing its priority, the incident requires troubleshooting. Investigation and diagnosis of the incident fall under troubleshooting. Once the incident is diagnosed, the concerned individuals can apply for a change in situation or equipment to mitigate the issue.
Resolution of the incident is reported once the staff confirms that the probelm has been resolved and taken care of, You need to take care if the service has returned to its usual state and to prevent further such problems from happening, appropriate measures must be taken before the incident is declared closed and completed.
Now you can easily create your incident flow chart with the help of this Incident Flow Chart. This professional flow chart is available in PDF for you to download and customize in your available PDF editor. This template is perfect to create flow charts according to the emergence of the situation so you can plan the management process efficiently.
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