Incident Management in Service Operations Workspace
Summarize
Summary of Incident Management in Service Operations Workspace
Service Operations Workspace (SOW) allows you to create and manage incidents effectively. The interface includes various tabs that provide detailed information about each incident, facilitating quick analysis and resolution. Key tabs include Overview, Investigation, Communicate, Post Incident Report, Details, and Related Records, each serving a specific purpose in the incident management process.
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Key Features
- Overview Tab: Displays essential incident details such as summary, impact, cause, and resolution. You can customize this tab to fit your needs.
- Investigation Tab: Enables you to analyze affected Configuration Items (CIs) and view metrics to help resolve issues. Requires installation of Agent Client Collector or Microsoft Endpoint Configuration Manager.
- Communicate Tab: Facilitates communication with stakeholders during different incident phases, activated for major incidents or with specific plugins installed.
- Post Incident Report Tab: Allows generation and management of reports on major incidents to identify causes, resolutions, and process improvements, available when major incident management is configured.
- Details Tab: Provides comprehensive information about the incident, including assignment details and related records.
- Related Records Tab: Lists associated records such as task SLAs and affected CIs.
- Contextual Side Panel: Offers additional record information and facilitates collaboration through Microsoft Teams.
Key Outcomes
By utilizing Incident Management in Service Operations Workspace, you can efficiently track incidents, communicate with stakeholders, and analyze incidents for better resolution strategies. Features like the Post Incident Report help identify process gaps, leading to improved future incident management. You can also create related tasks directly from an incident record, ensuring a streamlined workflow. Overall, this functionality enhances your ability to manage incidents promptly and effectively.
You can create and manage your incidents in Service Operations Workspace.
Overview tab
- Summary
- Impact
- Cause
- Resolution
From the Compose section, you can add comments and work notes for the incident.
The Overview tab displays the field information along with the field labels, including when you're in read mode.
For more information on the fields displayed on the Overview tab, see View and update incident information on the Overview tab in SOW.
You can customize the display of the information on the Overview tab. For more information, see Customize the Overview tab for an incident.
Investigation tab
This tab enables you to investigate any affected CIs with the ci_computer or ci_server class associated with the incidents. The tab displays the metrics information of the associated primary CI or any affected CI that is selected, which helps you to analyze and resolve the issue. You can use the various remedial actions on this tab to resolve the CI-related issues.
By default, the tab displays metrics information of the primary affected CI associated with the incident. But you can also select and view the information for any affected CI with the ci_computer or ci_server class that is associated with the incident. For information about how you can set up Investigation Framework, see Setting up Investigation Framework in Service Operations Workspace.
- The tab is visible only if the Agent Client Collector (ACC) or Microsoft Endpoint Configuration Manager (MECM) adapters are installed and configured.
- The tab displays the metrics information for the CI only in the following conditions:
- Agent Client Collector or Microsoft Endpoint Configuration Manager (MECM) is installed for the associated CI. This helps to retrieve the metrics data for the CI.
- The associated CI class is a CMDB CI computer.
- This feature supports only the macOS, Windows, and Linux operating systems.
You can also customize the display of the metrics information on this tab. For more information, see Customize the Investigate tab.
For more information on the metrics displayed on this tab, see Features of the Investigation tab.
Communicate tab
- For a major incident - The Major Incident Management (sn-sow-mim) plugin is active and configured in Admin Center, for Service Operations Workspace. For more information, see Setting up Major Incident Management in Service Operations Workspace.
- For Incident – The Task Communications Management and Incident Communications Management applications are installed, active, and configured in the instance and you select the New Communication option from the More Actions (
) icon of the Incident record page. For more information, see Task Communications Management and Incident Communications Management.
Post incident report tab
- Major Incident Management is active and configured in Admin Center for Service Operations Workspace. For more information, see Setting up Major Incident Management in Service Operations Workspace.
- The major incident is in the Resolved state.
Details tab
This tab displays detailed information about the incident. For example, the short description, assignment details, and related records. For more information on how you can configure fields in this tab, see Configure a task record form in Service Operations Workspace.
Related records tab
This tab provides a list view of the records associated with the incident. For example, task SLAs and affected CIs.
Contextual side panel
From this section, you can view record information and recommendations, collaborate using Microsoft Teams, and reach out to experts on-call to resolve incidents quickly.
For more information about Incident Management, see Incident Management.