{{description>Additional resources not available from SFIA or SFIAplus website to help you apply the Incident management skill effectively}}
====== SFIA Incident management USUP ======

This page provides deep dive guidance and additional material to help individuals and organisations use and apply this SFIA skill effectively. It supplements the SFIA reference material.

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==== SFIA skill definition ====

[[https://www.sfia-online.org/en/sfia-6/skills/service-management/service-operation/incident-management|SFIA v6 definition of Incident management]]

//The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration. // 

© Copyright SFIA Foundation

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==== Discussion points ====

    * This highest level for this skill is level 5. This reflects that the higher level skills related to setting policies and standards are found in other SFIA skills e.g. [[SFIA IT management|IT management]]. 
    * The lowest level of this skills is administrative and procedural. 
    * The focus of this skill at the higher levels is "process management and execution" ; it reflects coordination / facilitation of the Incident Management process (see [[https://www.axelos.com/best-practice-solutions/itil|ITIL]]). 
    * In general; roles which contribute or provide input to resolving incidents don't need to have the Incident Management skill 
    * Incidents range in size from minor to major incident / crisis management. This means the scale and scope of the incident response can range in size considerably; from a very limited impact all the way to an organisation wide.

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==== Associated Skills ====

If you are looking for skills relating to:

  * the process of resolving problems (proactively or re-actively); try [[SFIA Problem management]] 
  * the provision of service continuity planning and support; try [[SFIA Continuity management]]
  * the operation of service desk functions, including support for users and customers reporting issues; try [[SFIA Customer service support]]
  * the ongoing management of operational facilities to provide the agreed levels of service; try [[SFIA Service level management]]
  * making arrangements for disaster recovery together with supporting processes ; try [[SFIA Availability management]]
  * overall development, delivery, support continuous improvement of IT services ; try [[SFIA IT management]]

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==== Useful Resources ====
  * [[https://www.axelos.com/best-practice-solutions/itil|ITIL]]
  * [[http://www.itsmfi.org|ITSMF International]]: Independent and internationally recognised forum for IT Service Management professionals worldwide.
  * [[http://www.opengroup.org/IT4IT/itvaluechain|IT4IT™ Reference Architecture]]: see the IT4IT Reference Architecture Detect to Correct (D2C) Value Stream
  * [[http://www.sei.cmu.edu/reports/10tr034.pdf|CMMI® for Services, CMMI-SVC, V1.3]] Improving processes for providing better services 
  * [[wp>ISO/IEC 20000-1]]

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==== Typically found in these Career Families / Roles ====

  * Service Management
  * Service Operations

{{tag>service_management service_operations}}
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==== Value Adding Work Outputs ====
By focussing on work outputs/work products we can move the focus from activity/knowledge to performance and provide a direct link to business results. See [[ 6 boxes model]].

Leading
  * stakeholder relationships and relationship management plan
  * management commitment to incident management processes, tools, continuous improvement
  * sufficient resources and capability to enact incident management
  * organisational model for provision of incident management
Managing
  * operational plan for meeting incident management commitments
  * flexible, responsive process
  * log of issues, dependencies, conflicts and actions needed to improve service quality and stability
  * engaged incident resoluton groups who understand and execute their contributions
  * client relationships
  * 3rd party supplier relationships
  * capable team of incident analysts
  * tools and performance support for incident management
  * incident management resource and deployment plans
  * incident management performance reports (e.g. process metrics, progress, quality of deliverables, compliance to standards)
  * knowledge management
  * reviews to ensure quality deliverables
Doing
  * resolution of incidents - including major incidents
  * engaged stakeholders and suppliers
  * education, guidance support to aid adherence and adoption of incident management processes
  * action plan to recover systems and restore service
  * analysis and diagnosis of incidents
  * documentation of temporary solutions
  * classification of incidents with priority, impact and category
  * reports on the progress of incident resolution
  * known error database