Incident Management

Information Technology provides services to the University of Utah and University of Utah Hospital. At times, there may be an interruption to those services.

Our goal is to get you working again as quickly as possible.

Users noticing any disruptions may call the help desk. There are separate phone numbers for each help desk.

  • Campus users may call 801-581-4000 to reach the Campus Help Desk.
  • Hospital users may call 801-587-6000 to reach the Hospital Help Desk.
  • Web ticket entry is also available
  • As well as email reports

The Help Desk or Service Desk is the main contact point for users to report any problems for service disruptions.

The activities that happen with Incident Management

Recording the Incident

  • Record basic details of the incident
  • Alert specialist support groups as necessary

Classification and initial support

  • Classifying incidents
  • Matching against known errors and problems
  • Informing Problem Management of the existence of new problems and of unmatched or multiple incidents
  • Assigning impact and urgency, and thereby defining Priority
  • Assessing related configuration details
  • Providing initial support (assess Incident details, find quick resolution)
  • Closing the incident or routing to a specialist support group, informing the user.

 

Emergency Response ((IRT) Incident Response Team)

Investigation and diagnosis

  • Assessment of the incident details
  • Collection and analysis of all related information and resolution (Including and work-around) or route to n-line support

Resolution and recovery

  • Resolve the Incident using the solution/work-around or, alternatively, to raise and RFC (including a check for resolution)

Incident closure

  • The confirmation of the resolution with the customer or user, closes the incident
  • Service Desk should ensure that
  • Details of the action taken to resolve the incident are concise and readable
  • Classification is complete and accurate to root cause
  • Resolution/action is agreed with the customer

Ownership, monitoring, tracking and Communication

  • Monitoring incidents
  • Escalate Incidents
  • Inform the user

Benefits we will see from Incident Management

For the University

  • Reduced business impact of Incidents by timely resolution, thereby increasing effectiveness

For IT

  • Improved monitoring
  • Improved management information on aspects of service quality
  • Improved User and Customer satisfaction