Checklist Incident Record

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ITIL Process: ITIL V3 Service Operation - Incident Management

Checklist Category: Checklists ITIL V3 Service Operation

Source: Checklist "Incident Record" from the ITIL Process Map V3

A set of data with all details of an Incident, documenting the history of the Incident from registration to resolution. An Incident 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).

An Incident Record typically contains the following information:

1. Unique ID of the Incident (usually allocated automatically by the system)
2. Date and time of recording
3. Service Desk agent responsible for the registration
4. Method of notification
5. Caller/ user data
6. Callback method
7. Description of symptoms
8. Affected users/ business areas
9. Affected service(s)
10. Prioritization, a function of the following components:
    1. Urgency (available time until the resolution of the Incident), e.g.
       1. Up to 0,5 hrs
       2. Up to 2,0 hrs
       3. Up to 6,0 hrs
    2. Degree of severity (damage caused to the business), e.g.
       1. „High“ (interruption to critical business processes)
       2. „Normal“ (interruption to the work of individual employees)
       3. „Low“ (hindrance to the work of individual employees, continuation of work possible by means of a circumventive solution)
    3. Priority (for example in stages 1, 2 and 3): The result from the combination of urgency and the degree of severity
11. Relationships to CIs
12. Product category, usually selected from a category-tree according to the following example:
    1. Client PC
       1. Standard configuration 1
       2. ...
    2. Printer
       1. Manufacturer 1
       2. ...
13. Incident category, usually selected from a category-tree according to the following example:
    1. Hardware error
    2. Software error
    3. ...
14. Links to related Incident Records (if a similar outstanding Incident exists, to which the new Incident is able to be attributed)
15. Links to related Problem Records (if any outstanding Problems exist, to which the new Incident is able to be attributed)
16. Activity log
    1. Date and time
    2. Person in charge
    3. Description of activities
17. Resolution and closure data
    1. Resolution time and date
    2. Closure time and date
    3. Closure categories (if required, revised product and Incident categorizations)

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