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Incident management with jira

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incident management workflow aims to reduce downtime and negative impacts.

Publié dans : Ingénierie
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Incident management with jira

  1. 1. Incidents Management with Jira Ganesh Kunwar
  2. 2. Overview Incidents Jira Incident Management Jira Service Desk default incident workflow Jira Ops Postmortem report Incident Response Report
  3. 3. Jyaasa : We Design, Build and Develop Products
  4. 4. Why Incident is different than Bug? Jyaasa : We Design, Build and Develop Products
  5. 5. Bug: Bug is developer’s terminology. Once a defect found by a tester is accepted by developer it is called a bug. Incident: Incident is an unplanned interruption. When the operational status of any activity turns from working to failed and causes the system to behave in an unplanned manner it is an incident. A problem can cause more than one incidents which are to be resolved, preferably as soon as possible. Jyaasa : We Design, Build and Develop Products
  6. 6. Jyaasa : We Design, Build and Develop Products
  7. 7. Incident Management with Jira Incident management focuses on short-term solutions The IT Service Desk template comes with an incident management workflow. This workflow ensures that you log, diagnose, and resolve incidents Jyaasa : We Design, Build and Develop Products
  8. 8. Incident Management process Jyaasa : We Design, Build and Develop Products
  9. 9. Jyaasa : We Design, Build and Develop Products Service end users, monitoring systems, or internal IT members report interruptions. The service desk describes and logs the incident. They link together all reports related to the service interruption. The service desk records the date and time, reporter name, and a unique ID for the incident. Jira Service Desk does this automatically. A service desk agent labels the incidents with appropriate categorization. The team uses these categories during post- incident reviews and for reporting.
  10. 10. Jyaasa : We Design, Build and Develop Products A service desk agent prioritizes the incident based on impact and urgency. The team diagnoses the incident, the services affected, and possible solutions. Agents communicate with incident reporters to help complete this diagnosis. If needed, the service desk team escalates the incident to second-line support representatives. These are the people who works regularly on the affected systems. The service desk resolves the service interruption and verifies that the fix is successful. The resolution is fully documented for future reference. The service desk closes the incident.
  11. 11. Incident workflow Jyaasa : We Design, Build and Develop Products
  12. 12. Postmortem Report Jyaasa : We Design, Build and Develop Products
  13. 13. Postmortem Report Jyaasa : We Design, Build and Develop Products
  14. 14. Incident Response Report Jyaasa : We Design, Build and Develop Products
  15. 15. Jyaasa : We Design, Build and Develop Products Let’s Discuss

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