Incident Management

Incident management can be defined as the process of detection, diagnosis and resolution of ICT incidents as quickly as possible and to minimise their adverse impact on normal operation.

Aim

The aim of this section is to introduce the topic of incident management and to help you implement the process in your school with a minimum of preparation and training.

Objectives

The objectives of this section are to enable you to:

Understand the difference between incidents and problems,

Understand how work-arounds and quick fixes can help keep your school computers running,

Understand when, and when not to, commit time and effort on reported faults,

Decide whether you can operate a policy of keeping spares for swap-outs,

Decide whether you need to train your technical and non-technical staff in the incident management process,

Understand how to produce incident management reports.

Structure

The topic is arranged in the following sections. Click the heading to go to each section for more details:

Overview
An introduction to the incident management process including the roles and responsibilities involved.

Implementation guide
A guide to implementing the incident management process, with plans and tools.

Operations guide
A guide to the ongoing operation of the incident management process with examples.

Roles and responsibilities
Information on all roles and responsibilities for this process in one area.

Review
A summary of the process and what you should have achieved, plus a checklist to help you identify whether you need to revisit any of the materials.

Toolkit
All the examples and templates you will need for this process.

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