PURPOSE

The purpose of incident management is to

1. Create a workflow for effectively communicating and tracking incidents
2. Ensure that the incidents and the resolutions are usable for prevention

FRAMEWORK

The following need to be set in order to effectively tailor the incident management workflow.

INCIDENT STAGES

Navigation:

Framework >> Incident Management >> Incident Stages

INCIDENT CLASSIFICATIONS

Navigation:

Framework >> Incident Management >> Incident Classification

INCIDENT SOURCES

Navigation:

Framework >> Incident Management >> Incident Sources

INCIDENT REPORT TYPES

Navigation:

Framework >> Incident Management >> Report Types

INCIDENT RESOLUTION TYPES

Navigation:

Framework >> Incident Management >> Resolution types

CAPTURE

Navigation:

Data Capture >> Lean Innovation >> Incident Management

LOG AN INCIDENT

Assigner and his/her supervisor can edit Incident and will be allowed to change field “Incident Classification”. Alog will be maintained for all edits with details like edit date, edit by, edit value.

RESOLVE AN INCIDENT

Assignee and Project Manager (if Project related Incident) will have the right to close the Incident.

Assigner, his/her supervisor, Assignee and Project Manager (if Project related Incident), are allowed to addstatus update to the Incident. A log will be maintained with all status updates visible in a thread with details like update date, update by and update text.

INCIDENT LEARNINGS