Incident and Problem management simplified
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We struggled because of too many issues in the live products. They didn't allow project teams to make any forecasts or develop new features without interruptions. In the presentation I share the successful experience how we applied ITIL Problem and Incident Management processes, by talking only the best from them. It allowed to start fixing the problems that existed in our organization more effectively, while organization allowed to use different methodologies for different teams.
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Incident and Problem management simplified
- 1. incident & problem management LIGHTWEIGHT ITIL. Berlin, November 2015
- 4. Problem — too frequent incidents in the live product
- 5. Let’s take a look into ITIL. Wow! It has exactly what we need!
- 6. Let’s take the best out of Problem and Incident Management!
- 8. incident — unplanned interruption or a serious reduction in the service quality
- 10. why incident management? ○ restore service asap
- 11. why incident management? ○ restore service asap ○ avoid unnecessary involvement
- 12. why incident management? ○ restore service asap ○ avoid unnecessary involvement ○ avoid mistakes
- 13. how to manage incidents? identify really incident?
- 15. identify handle how to manage incidents? use defined procedure really incident?
- 17. handle how to manage incidents? identify close add incident record use defined procedure really incident?
- 19. EXAMPLE
- 20. The goal — to minimize the amount and severity of incidents in live online games
- 21. We don’t treat every bug an incident. Incident criteria was defined
- 22. identify Incident only when: ➔ game becomes unavailable
- 23. identify Incident only when: ➔ game becomes unavailable, or ➔ game revenue drops more than €XXX
- 24. identify Incident only when: ➔ game becomes unavailable, or ➔ game revenue drops more than €XXX, or ➔ severe issues with servers
- 25. identify Incident only when: ➔ game becomes unavailable, or ➔ game revenue drops more than €XXX, or ➔ severe issues with servers, or ➔ it can't wait for next planned deployment
- 26. We don’t panic when the incident occurs. We follow the process:
- 27. ➔ Elect a SWAT team handle
- 28. ➔ Elect a SWAT team ➔ Plan Communication handle
- 29. ➔ Elect a SWAT team ➔ Plan Communication ➔ Kick-off handle
- 30. ➔ Elect a SWAT team ➔ Plan Communication ➔ Kick-off ➔ Check the Knowledge Base handle
- 31. ➔ Elect a SWAT team ➔ Plan Communication ➔ Kick-off ➔ Check the Knowledge Base ➔ Create an IM chat group handle
- 32. ➔ Elect a SWAT team ➔ Plan Communication ➔ Kick-off ➔ Check the Knowledge Base ➔ Create an IM chat group ➔ Send email notifications to stakeholders on every update handle
- 33. ➔ Elect a SWAT team ➔ Plan Communication ➔ Kick-off ➔ Check the Knowledge Base ➔ Create an IM chat group ➔ Send email notifications to stakeholders on every update ➔ Follow defined policies and guidelines handle
- 34. We act smartly after the incident is resolved:
- 36. ➔ prevent recurrences ➔ update stakeholders close
- 37. ➔ prevent recurrences ➔ update stakeholders ➔ submit the Incident record close
- 38. ➔ prevent recurrences ➔ update stakeholders ➔ submit the Incident record ➔ update Knowledge Base if necessary close
- 39. ➔ prevent recurrences ➔ update stakeholders ➔ submit the Incident record ➔ update Knowledge Base if necessary ➔ propose process improvements close
- 40. ★ resolved/workarounded incident ★ updated incidents database Outcomes
- 42. why problem management? ○ recognize problems
- 43. why problem management? ○ recognize problems ○ permanent solutions
- 44. why problem management? ○ recognize problems ○ permanent solutions ○ less emergencies
- 48. implement permanent solutions identify problems from incident records submit problems also add problems directly
- 50. we ask questions: could any of the incidents be prevented?
- 51. we ask questions: could any of the incidents be prevented? can we detect incident symptoms?
- 52. we ask questions: could any of the incidents be prevented? can we detect incident symptoms? are there any patterns?
- 53. we ask questions: could any of the incidents be prevented? can we detect incident symptoms? are there any patterns?
- 54. “the aim of incident management is to restore the service as quickly as possible, often through a workaround, rather than through trying to find a permanent solution which is the aim of problem management.” Summary
- 55. Appendices
- 56. IDENTIFICATION CLOSUREHANDLING ‣ Receive data regarding the incident and ensure it is full and clear ‣ Qualify issue as an Incident. DELIVERABLES ➨ Incident process is triggered After the incident has been solved, make sure to: ‣ Communicate the results to relevant stakeholders by sending mail following the 'Issue on Live' closure procedure as per the template. ‣ Take corrective actions to prevent issue from happening again. Create JIRA tickets where possible. ‣ Evaluate possible procedure updates that can be made in the teams in the pipeline. ‣ Submit “Incident Login” form. DELIVERABLES ➨ Sent report to XXX email ➨ Submitted related JIRA tickets ➨ Submitted “Incident Login” form ‣ Elect a SWAT team to fix the incident issue. ‣ Decide on a War Room for the Huddle. ‣ Huddle and lay down an Action Plan. ‣ Send out email notification to all stakeholders. No one is allowed to disturb the SWAT team from work, while they actively investigate/resolve the Incident ‣ Huddle regularly to update the action plan. ‣ Send out updates to all stakeholders. ‣ If devOps is necessary, follow the “Emergency IT Support Policy”. ‣ Follow “Live Actions Guidelines” DELIVERABLES ➨ Resolved incident (possibly workarounded) ➨ Sent Incident report(s) to XXX email incident management process
- 57. Resolved ? no Add / Update Incident record (via Incident Login form) Open >3 days ? yes Create JIRAs for fixing root cause or other related issues if possible Add / Update Incident record (via Incident Login form) yes HANDLING CLOSURE IDENTIFICATION Action plan (five minutes huddle of the SWAT team in a war room) Send email Create / Update JIRAs (contact OPS if necessary) Fix (first QA, then Live) Incident detected Send email (keep one thread) no
- 58. problem management process PROBLEM DETECTION ROOT CAUSE IDENTIFICATION SOLUTION DEFINITION PRIORITISATION PROBLEM LOGGING IMPLEMENTATION, CLOSURE ACTIVITIES ‣ Define the problem ‣ Receive data regarding the problem from incident management ‣ Ensure the collected data is full and clear ‣ Define which teams or departments are affected ‣ Gather other data at the day of incident ‣ Analyze symptoms ‣ Analyze the data collected from various sources relating to the major incident ‣ Analyze historical data to see if there was such problem before DELIVERABLES ➨ Analyzed problem ➨ Updated incident record ACTIVITIES Problem investigation and diagnosis (requires tech experts) ‣ To conduct root cause analyses using various techniques if necessary: • Make a sketch • Draw Ishikawa (fishbone) diagram • Kepner-Tregoe • Flow diagrams • etc. ‣ Determine workarounds ‣ Think of potential solutions ‣ Assess the problem and recommended actions to resolve the problem DELIVERABLES ➨ Updated problem record ➨ Root cause detected ➨ Workaround(s) identified ACTIVITIES ‣ Identify the team for solution development ‣ Determine possible resolutions ‣ Choose the best approach ‣ Make sure the solution can effectively prevent reoccurrence DELIVERABLES ➨ Updated problem record ➨ Other tasks in JIRA ➨ Updated incident records ➨ Defined resources that are necessary for implementation ACTIVITIES ‣ Identify the urgency and impact of this task ‣ Define a priority in the Problem management queue ‣ Identify responsible for the implementation ‣ Decide how this problem should be prioritized among other tasks of the team DELIVERABLES ➨ The task(s) has a priority ➨ The team leads are aware of the task and can plan it in their sprints ACTIVITIES ‣ Create a new JIRA record or update the old one: • Unique ID, timestamp • Name of submitter • Link associate problem records (with hierarchy if applicable) • Link associate incident records • Problem description • Problem category • Status • Severity and Impact • Responsible person, team • Affected game • Associate JIRA records • History of all taken actions • Workaround • Permanent solution (if known already) DELIVERABLES ➨ Created/updated problem record ➨ Analyzed and updated incident data ACTIVITIES ‣ Conduct activities to implement the fix to the problem ‣ Verify if the solution is appropriate and close problem record ‣ Submit a record to the Error Knowledge Base if applicable ‣ Share Lessons learned via email if reasonable ‣ Ensure that all the associated incidents are closed with a proper fix or resolution DELIVERABLES ➨ Updated incident record ➨ Updated problem record ➨ Updated Known Errors Knowledge Base spreadsheet ➨ Lessons learned shared ➨ Report is sent
- 59. IMPLEMENTATION & CLOSURE ROOT CAUSE IDENTIFICATION & SOLUTION DEFINITION Close (update knowledge base, submit lessons learned, send email) Implement (by defined implementation team) DETECTION & LOGGING Choose the problem area Analyze related incident data (symptoms, relations, historical data) Request missing data (symptoms, relations, historical data) Create new Problem Record /update existing (JIRA) Identify root cause, workarounds Determine work for identified solutions (and choose implementation team) Prioritize Incident record(s) update Problem record update Problem record update Problem record update Problem record update Incident record(s) update Incident record(s) update Known Errors update
- 60. Run MeetingPrepare Meeting Who: Problem Manager Process summary: - to ensure the quality of the incident spreadsheet - to select follow-up’s - to prefill the problem management spreadsheet Efforts: 3-5 mh When: no later than 3 days before the meeting Who: particular person is responsible for every problem as defined in the meeting Process summary: - implement - verify - update all records Outcomes: Updated incident and problem records Chairperson: Problem Manager Participants: PMs, APs, OPS representative Frequency: monthly Activities: - identify problems - prioritize & agree on actions - define responsible teams When: at the end of the month. In case of holidays or emergency moved to the next working day. Outcomes: Assigned tasks Take Actions problem management process simplified