critical incident management system
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10-02-2010, 07:48 AM



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Critical Incident Management System
1. Background
The Critical Incident Management system aims to log incidents triggered in a business operation and provide critical incident/problem statistics for managerial analysis. The tool records the incidents and service requests, allows the records to be tracked and provides information to aid problem management and planning activities. The tool effectively manages incidents to point out niche analytical criteria, helpful in incident/problem diagnosis.

2. Features
The Incident Management system will provide capabilities to add, view, search, analyze and generate reports of technical incidents related to the software applications deployed in various departments for the various user groups. A certain user group can perform some/all functions depending upon his/her designation.
The users identified for the application are admin, Project Managers and Top Management.
3. Users
a. Service Desk “ Service receive the incidents from the end users (users who are using the application directly) and will report the incidents in the system. A service desk employee can perform the following functions:
¢ A Service Desk employee can add new incidents received from the end users.
¢ A Service Desk employee can view incident details based on Incident id (Iid), Incident Title, application department, location or status.
b. Administrator “ The privileges assigned to admin include:
¢ An administrator will add or modify incident/service request details i.e. Incident title, application, department, description, severity, description or location.
¢ View incidents or service requests according to application, department, location, severity, time period, status.
¢ Search incidents by incident name, incident id, application, department, location, severity, time period and status.
c. Project Manger (PM) - The privileges assigned to PM include:
¢ Add, modify and delete incidents or service requests specific to the project and implimentation under him/her.
¢ View incidents or service requests according to application, department, location, severity, time period and status.
¢ Search incidents by incident name, incident id, application, department, location, severity, time period and status.
d. Top Management - The privileges assigned to Top Management include:
¢ View incidents or service requests according to application, department, location, severity, time period and status.
¢ Search incidents by incident name, incident id, application, department, location, severity, time period and status.
¢ Analyze incidents “ View charts, graphs, reports etc. for incidents in an application, department, location, with a particular severity or severity range, within a particular time period, and according to status.
4. Modules
a. Login
A login page is to be provided as the first page in the tool. The purpose is to provide specific access to the user, the required category of access are Administrator (Admin), Project Manager (PM), and Top Management. The Inputs for login are Username and Password. Login will verify the username and password given by the user and will provide the access to the designated page. In case a new user visits the page, an option to create a new account is to be provided. The login will direct the user to the search page to access the incidents depending upon the user designation.
b. Add Incident
Add incident option is provided to the following user(s) “ Service Desk, Admin and Project Manager. The purpose is to add new incidents to the database. Following are the inputs to add new incident “
¢ Incident title
¢ Application
¢ Department
¢ Location
¢ Severity
¢ Date
¢ Status: New (by default), assigned, resolved and closed.
¢ Description.
This operation when performed triggers addition of new incidents into the database for incidents. The incidents are added with default status as NEW and are recognized in the system using a system generated ID for the incident. The incident will be recorded into the Incidentâ„¢s database along with a system generated unique ID. The incident would thereby be part of any analysis that is done using the Incident management tool.
c. Search (or view) Incidents
The purpose is to look for all the incidents in a particular application of a particular department. And to search for the incident(s) according to the application, department, location, severity, time period, status or a keyword. The basic inputs for search are application name and department name to view all the incidents in a particular application of a department. Also, inputs like time period, location, severity, time period, status and keywords are required for the advance search. The search operation will look up for all the incidents in an application for a particular department or all applications in a particular department or all applications. Also, an option for advance search is provided, unchecked by default, which is used to search for incident(s) according to any of these “ application name, department name, location, severity, time period, status, or a keyword.
The search will list out all the incidents required by the user, and will direct the user to perform more functions (like adding new incident, analyze incidents) according to its designation.
d. Edit Incident
Add incident option is provided to the following user(s) “ Admin and Project Manager.
The purpose is to edit old incidents in the database. Following are the tabs which can be edited by the user and thus are the input for this function“
¢ Incident title
¢ Application
¢ Department
¢ Location
¢ Severity
¢ Date
¢ Status: New (by default), assigned, resolved and closed.
¢ Description.
This operation will change the incident details in the database according to the inputs. Columns for Last revision date (i.e. system date) and revision made (like Incident Title changed, Application Name changed etc.) can also be provided in the database. The changes in the incident will be recorded in the database and will be henceforth used for all the operations done using the tool.
e. Analyze Incident
Analyze incident option is provided to the following user(s) “ Top Management.
The purpose of this utility is to give critical information about the incidents occurring across various domains in different categories. This information may be recovered in the form of elaborate reports or through graphs for a particular application, department, location, severity, time period, or status. The utility requires any of the following to perform operation “
¢ Incident title
¢ Application
¢ Department
¢ Location
¢ Severity
¢ Date
¢ Status: New (by default), assigned, resolved and closed.
The function will generate brief reports or graphs (i.e. number of incidents vs incident title/Application/Department/Location/Severity/Date/Status) for the incidents selected by the user. The output of this utility will be in the form of brief reports or graphs (i.e. number of incidents vs. incident title /Application /Department /Location /Severity /Date /Status).
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