The Incident Management implementation plan


	Implementation plan for introducing Incident Management

Identifier	What	When	Who

1	Decide who will be your Incident Management technician.
2	Decide what training the technician requires.
3	Decide what training the Service Desk staff will require.
4	Arrange and implement the required training.
5	Decide how calls the Service Desk will pass calls to the technician.
6	Decide what documentation will be used in Incident Management.
7	Create or download required Incident Management forms.
8	Ensure that the technician and Service Desk staff know how to use the forms.
9	Decide whether a knowledge base will be used.
10	Decide on the format of the knowledge base.
11	Create and populate the knowledge base.
12	Check whether any workarounds such as spares, already exist within the school.
13	Document any workarounds and make them available to the technician.
14	Document the process for Incident Management.
15	Ensure that the technician and service desk staff can understand and follow the incident process.
16	Test the knowledge base, the functionality of the forms and the usability of the process.
17	Include any changes to the process identified from testing.
18	Decide how resolutions will be written up and recorded.
19	Decide who carries out follow up actions and how these will be done.
20	Decide on the review process.
21	Decide how to keep staff informed.
22	Plan your first communication to the school about Incident Management.
23	Decide whether you need to run a pilot of the process.
25	Carry out the pilot and pilot review.
26	Include any changes into the system from the pilot review.
27	Plan the launch date of Incident Management.
28	Check that all training has occurred and any changes implemented.
29	Launch the process of Incident Management.
30	Carry out the first review and feedback to all.

Have a plan
Follow the plan
Have a fallback plan

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How to communicate the process to existing users

Involve your users, and ask them what they need.
Adopt a phased implementation approach.
Involve/consult your support staff.

The service desk charter would not require altering at this stage as it already includes references to Incident Management.

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What to include in your initial Service Desk Charter

That diagnostics checklists should be available.
Describe to the user what these are: incidents, requests and problems.
Single Point Of Contact (SPOC) details and responsibilities.
Hours of cover in school.
Hours of cover from a service provider or those providing technical support.
Aims of the Service Desk
- To enable incidents and requests to be dealt with quickly and effectively.
- To ensure that an incident only requires reporting once.
- To ensure that those providing technical support understand the details to enable them to resolve incidents as quickly as possible.
- To provide a system that is up and running, even if only a temporary repair, but to ensure it is fixed completely within a specified time.
- To get best value for money from those providing technical support by providing good quality information about incidents and requests.
- To ensure that requests meet the schools internal ICT policy and that purchases are approved through the agreed processes.
- To report on trends, common incidents and their resolution to the staff that find them helpful.
- To support information to school leaders on ICT areas that require more attention or expenditure.

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Sample Document to Users about the introduction of Incident Management

Dear ,

Introduction of Incident Management to Our School

We have decided to introduce a new service from the Service Desk called Incident Management. In order to keep equipment functioning incident management aims to restore the service as soon as possible. Recurring incidents and long term errors will be classed as problems and dealt with in a different way.

Incident management will aim to use spares, identify other equipment that meet users need and use 'quick fixes' to get your computer systems up and running quickly. The areas of improvement should be seen in:

a general improvement in the resumption of service
effective use of existing and spare equipment
a focus on providing a service that is working
knowing which services are available.

Incident Management is part of the Service Desk function and you will still be able to log calls using the incident sheet.

The start date of the new service is scheduled for xxxxxx. More details will be given nearer the start date.

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FITS - Incident Management