Checklist Incident Record - Revision history

Andrea at 11:08, 31 December 2023

2023-12-31T11:08:41Z

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Andrea at 12:20, 27 March 2022

2022-03-27T12:20:50Z

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	'''ITIL Process''': [[ITIL Service Operation\|ITIL Service Operation]] - [[Incident Management]]		'''ITIL Process''': [[ITIL Service Operation\|ITIL Service Operation]] - [[Incident Management]]

			'''ITIL 4 Practice''': Incident management

	'''Checklist Category:''' [[ITIL-Checklists#ITIL_Templates\|ITIL Templates]]		'''Checklist Category:''' [[ITIL-Checklists#ITIL_Templates\|ITIL Templates]]

Andrea at 16:55, 21 May 2020

2020-05-21T16:55:36Z

← Older revision		Revision as of 18:55, 21 May 2020
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	<itpmch><title>Checklist Incident Record \| IT Process Wiki</title>		<itpmch><title>Checklist Incident Record \| IT Process Wiki</title>
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	==Incident Record - Contents==		==Incident Record - Contents==

	[[image:Incident-record.jpg\|link=https://wiki.en.it-processmaps.com/index.php/File:Incident-record.jpg\|thumb\|~~350px~~\|right\|alt=ITIL Incident Record\|Fig. 1: [[media:Incident-record.jpg\|ITIL Incident Record: Definition and information flow (view full size)]]]]		[[image:Incident-record.jpg\|link=https://wiki.en.it-processmaps.com/index.php/File:Incident-record.jpg\|thumb\|449px\|right\|alt=ITIL Incident Record\|Fig. 1: [[media:Incident-record.jpg\|ITIL Incident Record: Definition and information flow (view full size)]]]]

	''An Incident Record typically contains the following information:''		''An Incident Record typically contains the following information:''
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	==Notes==		==Notes==

	<html>Is based on: Checklist 'Incident Record' from the <a href="https://en.it-processmaps.com/products/itil-process-map.html" title="The ITIL Process Map" class="external text">ITIL Process Map</a></p>		<html>Is based on: Checklist 'Incident Record' from the <a href="https://en.it-processmaps.com/products/itil-process-map.html" title="The ITIL Process Map - the ITIL process model" class="external text">ITIL Process Map</a></p>

	<p>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>		<p>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>
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	<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Record#~~Definition~~"> <span itemprop="name">~~Definition~~</span></a><meta itemprop="position" content="1" /></span> ›		<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Record#Incident_Record_-_Contents"> <span itemprop="name">Contents</span></a><meta itemprop="position" content="1" /></span> ›
	<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">		<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
	<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Record#~~Incident_Record_-_Contents~~"> <span itemprop="name">Incident ~~Record: Contents~~</span></a><meta itemprop="position" content="2" /></span> ›		<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Record#Incident_priority"> <span itemprop="name">Incident priority</span></a><meta itemprop="position" content="2" /></span> ›
	<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">		<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
	<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Record#~~Incident-priority~~"> <span itemprop="name">~~Priority~~</span></a><meta itemprop="position" content="3" /></span> ›		<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Record#Incident_category"> <span itemprop="name">Incident category</span></a><meta itemprop="position" content="3" /></span> ›
	<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">		<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
	<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Record#~~Incident_category~~"> <span itemprop="name">~~Category~~</span></a>		<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Record#Activity_log.2F_resolution_history"> <span itemprop="name">Activity log/ resolution history</span></a>
	<meta itemprop="position" content="4" /></span>		<meta itemprop="position" content="4" /></span> ›
			<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
			<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Record#Closure_data"> <span itemprop="name">Closure data</span></a>
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	<!-- This page is assigned to the following categories: -->		<!-- This page is assigned to the following categories: -->
	~~[[Category:ITIL V3\|Incident Record]]~~
	~~[[Category:ITIL 2011\|Incident Record]]~~
	[[Category:Checklist (ITIL)\|Incident Record]]		[[Category:Checklist (ITIL)\|Incident Record]]
			[[Category:Template (ITIL)\|Incident Record]]
	[[Category:Service Operation\|Incident Record]]		[[Category:Service Operation\|Incident Record]]
	[[Category:Incident Management\|Incident Record]]		[[Category:Incident Management\|Incident Record]]
	<!-- --- -->		<!-- --- -->

Andrea at 17:51, 29 March 2019

2019-03-29T17:51:28Z

← Older revision		Revision as of 19:51, 29 March 2019
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	'''ITIL Process''': [[ITIL Service Operation\|ITIL Service Operation]] - [[Incident Management]]		'''ITIL Process''': [[ITIL Service Operation\|ITIL Service Operation]] - [[Incident Management]]

	'''Checklist Category:''' [[ITIL-Checklists#ITIL ~~2011 Templates\|~~Templates ~~ITIL 2011~~]]		'''Checklist Category:''' [[ITIL-Checklists#ITIL_Templates\|ITIL Templates]]

	<p> </p>		<p> </p>
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	<html>Is based on: Checklist 'Incident Record' from the <a href="https://en.it-processmaps.com/products/itil-process-map.html" title="The ITIL Process Map" class="external text">ITIL Process Map</a></p>		<html>Is based on: Checklist 'Incident Record' from the <a href="https://en.it-processmaps.com/products/itil-process-map.html" title="The ITIL Process Map" class="external text">ITIL Process Map</a></p>

	<p>By:  Stefan Kempter <a rel="author" href="https://~~plus~~.~~google~~.com/~~111925560448291102517~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="~~/skins/Vector~~/images~~/itpm~~/bookmarking/~~gplus~~.png" width="16" height="16" title="By: Stefan Kempter \| Profile on ~~Google+~~" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>		<p>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>

	<p> </p>		<p> </p>

	<p><small>		<p><small>
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	<a href="https://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Record#Definition~~" itemprop="url~~"><span itemprop="~~title~~">Definition</span></a> ›		<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
	</span>		<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Record#Definition"> <span itemprop="name">Definition</span></a><meta itemprop="position" content="1" /></span> ›
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	<a href="https://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Record#Incident_Record_-_Contents~~" itemprop="url~~"><span itemprop="~~title~~">Incident Record: Contents</span></a> ›		<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Record#Incident_Record_-_Contents"> <span itemprop="name">Incident Record: Contents</span></a><meta itemprop="position" content="2" /></span> ›
	</span>		<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
	<span ~~itemscope~~="itemscope" itemtype="http://~~data-vocabulary~~.org/~~Breadcrumb~~">		<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Record#Incident-priority"> <span itemprop="name">Priority</span></a><meta itemprop="position" content="3" /></span> ›
	<a href="https://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Record#Incident-priority~~" itemprop="url~~"><span itemprop="~~title~~">Priority</span></a> ›		<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
	</span>		<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Record#Incident_category"> <span itemprop="name">Category</span></a>
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	<a href="https://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Record#Incident_category~~" itemprop="url~~"><span itemprop="~~title~~">Category</span></a>
	</span>		</span>
	</small></p>		</small></p>
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Andrea at 08:20, 28 April 2017

2017-04-28T08:20:15Z

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	~~<p> </p>~~

	'''<span id="Definition">Definition:</span>''' <html><span id="md-webpage-description" itemprop="description">An <i>Incident Record</i> is a set of data with all details of an Incident, documenting the history of the Incident from registration to resolution. An <i>Incident</i> is defined as an unplanned interruption or reduction in quality of an IT service. Every event that could potentially impair an IT service in the future is also an Incident (e.g. the failure of one hard-drive of a set of mirrored drives).</span></html>		'''<span id="Definition">Definition:</span>''' <html><span id="md-webpage-description" itemprop="description">An <i>Incident Record</i> is a set of data with all details of an Incident, documenting the history of the Incident from registration to resolution. An <i>Incident</i> is defined as an unplanned interruption or reduction in quality of an IT service. Every event that could potentially impair an IT service in the future is also an Incident (e.g. the failure of one hard-drive of a set of mirrored drives).</span></html>

Andrea at 11:43, 25 January 2017

2017-01-25T11:43:16Z

Show changes

Andrea at 17:50, 4 February 2016

2016-02-04T17:50:38Z

← Older revision		Revision as of 19:50, 4 February 2016
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	===<span id="Incident Record">Overview</span>===		===<span id="Incident Record">Overview</span>===

	[[image:Incident-record.jpg\|~~frame~~\|right\|alt=ITIL Incident Record\|Fig. 1: [[Checklist Incident Record\|ITIL Incident Record]] - Definition and information flow.]]		[[image:Incident-record.jpg\|thumb\|451px\|right\|alt=ITIL Incident Record\|link=https://wiki.en.it-processmaps.com/index.php/File:Incident-record.jpg\|Fig. 1: [[Checklist Incident Record\|ITIL Incident Record]] - Definition and information flow.]]

	An ''Incident Record'' is a set of data with all details of an Incident, documenting the history of the Incident from registration to resolution.		An ''Incident Record'' is a set of data with all details of an Incident, documenting the history of the Incident from registration to resolution.

Andrea at 09:48, 13 September 2014

2014-09-13T09:48:15Z

Show changes

Andrea: /* Overview */

2013-06-22T17:14:58Z

Overview

← Older revision		Revision as of 19:14, 22 June 2013
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	'''ITIL Process''': [[ITIL V3 Service Operation\|ITIL 2011 Service Operation]] - [[Incident Management]]		'''ITIL Process''': [[ITIL V3 Service Operation\|ITIL 2011 Service Operation]] - [[Incident Management]]

	'''Checklist Category:''' [[ITIL-Checklists#~~Checklists~~ ITIL V3 Service Operation\|~~Checklists~~ ITIL ~~Service Operation~~]]		'''Checklist Category:''' [[ITIL-Checklists#ITIL 2011 Templates\|Templates ITIL 2011]] - Service Operation - [[ITIL-Checklists#Most popular ITIL Templates\|Most popular ITIL Templates]]

	'''Source''': Checklist "Incident Record" from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map]		'''Source''': Checklist "Incident Record" from the [https://en.it-processmaps.com/products/itil-process-map.html ITIL Process Map]

	<p> </p>		<p> </p>
			[[image:Incident-record.jpg\|frame\|right\|alt=ITIL Incident Record\|Fig. 1: [[Checklist Incident Record\|ITIL Incident Record]] - Definition and information flow.]]

	An ''Incident Record'' is a set of data with all details of an Incident, documenting the history of the Incident from registration to resolution.		An ''Incident Record'' is a set of data with all details of an Incident, documenting the history of the Incident from registration to resolution.
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	===== Service Desk agent =====		===== Service Desk agent =====
	(If applicable, [[Roles ~~within ITIL V3~~#1st level Support\|Service Desk]] agent registering the Incident)		(If applicable, [[ITIL Roles#1st level Support\|Service Desk]] agent registering the Incident)

	===== Caller/ user data =====		===== Caller/ user data =====

Andrea at 12:14, 10 May 2012

2012-05-10T12:14:35Z

← Older revision		Revision as of 14:14, 10 May 2012
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	Image:ITIL-Wiki-de-es.jpg\|DE - ES - Checklist Incident Record - Template Incident Record\|100px		Image:ITIL-Wiki-de-es.jpg\|DE - ES - Checklist Incident Record - Template Incident Record\|100px
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			== <span id="Incident Record">Overview</span> ==

	'''ITIL Process''': [[ITIL V3 Service Operation\|ITIL 2011 Service Operation]] - [[Incident Management]]		'''ITIL Process''': [[ITIL V3 Service Operation\|ITIL 2011 Service Operation]] - [[Incident Management]]
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	<p> </p>		<p> </p>
			__TOC__

			== Incident Record - Contents ==

	'''An Incident Record typically contains the following information:'''		'''An Incident Record typically contains the following information:'''
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	# Unique ID of the Incident (usually allocated automatically by the system)		===== Unique ID =====
	# Date and time of recording		(Unique ID of the Incident - usually allocated automatically by the system)
	# [[Roles within ITIL V3#1st level Support\|Service Desk]] agent ~~responsible for~~ the ~~registration~~
	~~# Method of notification~~		===== Date and time of recording =====
	# Caller/ user data
	# Callback method		===== Method of notification =====
	# Description of symptoms		(e.g. telephone, e-mail, intranet portal, event monitoring system)
	# Affected users/ business areas
	# Affected service(s)		===== Service Desk agent =====
	~~# Prioritization~~, a function of the following components:		(If applicable, [[Roles within ITIL V3#1st level Support\|Service Desk]] agent registering the Incident)
	## Urgency (available time until the resolution of the Incident)
	## Impact (damage caused or potential damage to the business)		===== Caller/ user data =====
	## Priority (for example in ~~stages 1~~, ~~2 and 3~~): The result from the combination of urgency and impact		(If applicable, caller/ user contact information)
	## Major Incident flag (to indicate that the Incident is treated as a Major Incident)
	# Relationships to [[~~Service Asset~~ and ~~Configuration Management#~~CI\|CIs]]		===== Callback method =====
	# Incident category, usually selected from a category-tree according to the following example (Incident categories should be harmonized with ~~CI and~~ Problem categories to support matching between Incidents, Problems ~~and CIs~~):
	## Hardware error		===== Description of symptoms =====
	### Server A
	#### Component x		===== Affected users, locations and/ or business areas =====
	##### Symptom a
	##### Symptom b		===== Affected service(s) =====
	~~##### ...~~
	~~#### Component y~~		===== Incident priority =====
			Incident Priority, a function of the following components (for further information, refer to the checklist [[Checklist Incident Priority\|Incident Prioritization Guideline]]):
			# Urgency (available time until the resolution of the Incident)
			# Impact (damage caused or potential damage to the business or the IT infrastructure)
			# Priority (for example expressed in priority codes like "Critical", "High", "Medium", "Low", "Very Low"): The result from the combination of urgency and impact
			# Major Incident flag (to indicate that the Incident is treated as a Major Incident)

			===== Relationships to CIs =====
			(Links to primary [[Checklist CMS CMDB#Configuration Model and CI Types \|Configuration Items (CIs)]] affected by the Incident)

			===== Incident category =====
			Incident category, usually selected from a category-tree according to the following example (Incident categories should be harmonized with Problem categories to support matching between Incidents and Problems):
			# Hardware error
			## Server A
			### Component x
			#### Symptom a
			#### Symptom b
	#### ...		#### ...
	### ~~Server B~~		### Component y
	### ...		### ...
	## Software error		## Server B
	### System A		## ...
	### System B		# Software error
	~~### ...~~		## System A
	~~## Network error~~		## System B
	## ...		## ...
	# Links to related Incident Records (if a similar outstanding Incident exists, to which the new Incident is able to be attributed)		# Network error
	# Links to related [[Checklist Problem Record\|Problem Records]] (if any outstanding Problems exist, to which the new Incident is able to be attributed)		# ...
	~~# Activity log/ resolution~~ history
	## Date and time		===== Links to related Incident Records =====
	## Person in charge		(if a similar outstanding Incident exists, to which the new Incident is able to be attributed)
	#~~# Description of activities undertaken and results~~
	## New Incident status ~~(if~~ the activity ~~results in a change~~ of ~~status)~~		===== Links to related Problem Records =====
	# Closure data		(Links to related [[Checklist Problem Record\|Problem Records]] - if any outstanding Problems exist, to which the new Incident is able to be attributed)
	## Closure categories (if required, revised product and Incident categorizations)
	## Problems raised (if the Incident is likely to recur and preventive action is necessary)		===== Incident status change history =====
	## Resolution type (elimination of the root cause vs. application of a [[Problem Management#Workaround\|Workaround]]; if the Incident was resolved by applying a Workaround: indication of applied Workaround)		# Date and time
	## Customer feedback (is the Incident resolved from the customer’s/ user’s point of view?)		# Person in charge
			# Reason for status change
			# New Incident status

			===== Activity log/ resolution history =====
			Most service desk systems allow maintaining a simple log of steps carried out to resolve the Incident. Some systems, however, also provide the means to assign “Tasks” to Incidents. Akin to the Incidents they are assigned to, Tasks are typically characterized by properties like name, description, owner, priority, etc. and contain a status history and activity log of their own.

			===== Closure data =====
			# Closure categories (if required, revised product and Incident categorizations)
			# Problems raised (if the Incident is likely to recur and preventive action is necessary)
			# Resolution type (elimination of the root cause vs. application of a [[Problem Management#Workaround\|Workaround]]; if the Incident was resolved by applying a Workaround: indication of applied Workaround)
			# Customer feedback (is the Incident resolved from the customer’s/ user’s point of view?)

	<p> </p>		<p> </p>