Improve your incident management with our comprehensive audit template; ensuring ticket quality, compliance, effectiveness and client satisfaction.
1
Identify and select incident ticket for audit
2
Analyze and record the timestamps in the ticket lifecycle
3
Evaluate the categorization and subcategorization of the ticket
4
Verify the thoroughness of problem description
5
Review the sequence of actions taken
6
Check the effectiveness of proposed solutions
7
Validate the correspondence with user or client
8
Review assigned personnel competencies
9
Evaluate Business Impact Analysis (BIA) if done
10
Check compliance with incident management procedure
11
Inspect the quality of documentation and updates made during incident resolution
12
Review the process of implementing the solution
13
Evaluate client/customer satisfaction survey if sent
14
Prepare preliminary incident audit report
15
Approval: Preliminary Incident Audit Report
16
Discuss audit findings with ticket owner
17
Finalize and submit incident audit report
18
Archive the audited ticket and accompanying documentation
19
Update audit statistics and database
20
Recommend necessary improvements to incident management team
Identify and select incident ticket for audit
This task involves identifying and selecting an incident ticket to be audited. The purpose of this task is to choose a ticket that represents a typical incident and evaluate its quality. The desired result is to have a well-documented and representative incident ticket for the audit. Consider the impact of the selected ticket on the overall audit process. Are there any potential challenges associated with finding and selecting the ticket? Are there any recommended tools or resources to assist in this task?
Analyze and record the timestamps in the ticket lifecycle
For this task, you need to analyze and record the timestamps in the ticket lifecycle. The purpose of this task is to understand the duration of different stages of the incident resolution process. Analyzing and recording timestamps helps in identifying the areas where improvement can be made. What are the different stages in the lifecycle of an incident ticket? How can you record and analyze the timestamps? Are there any specific challenges associated with this task?
1
Ticket creation
2
Assigning to personnel
3
Investigation
4
Solution implementation
5
Closure
Evaluate the categorization and subcategorization of the ticket
In this task, you will evaluate the categorization and subcategorization of the ticket. The purpose of this task is to ensure that the ticket is appropriately categorized and subcategorized for efficient incident management. Evaluate whether the selected categories and subcategories align with the incident type and prioritize the ticket accordingly. Can the categorization be improved? Are there any challenges in evaluating the categorization?
1
Hardware
2
Software
3
Network
4
User Access
5
Other
1
Printer
2
Email
3
Internet
4
Login Issues
5
Other
Verify the thoroughness of problem description
In this task, you will verify the thoroughness of the problem description in the incident ticket. The purpose of this task is to ensure that the problem is clearly and accurately described, providing sufficient information for the incident resolution process. Evaluate whether the problem description includes relevant details such as error messages, steps to reproduce the issue, and any troubleshooting steps already taken. What are the potential challenges in verifying the thoroughness of the problem description?
Review the sequence of actions taken
For this task, you need to review the sequence of actions taken in the incident resolution process. The purpose of this task is to evaluate the logical order and effectiveness of the actions performed. Review whether the actions taken align with the best practices of incident management. Are there any missing or redundant steps in the sequence? What challenges may arise while reviewing the sequence of actions?
1
Restarted the system
2
Applied software patch
3
Reconfigured network settings
4
Contacted vendor support
5
Other
Check the effectiveness of proposed solutions
In this task, you will check the effectiveness of the proposed solutions provided in the incident ticket. The purpose of this task is to evaluate whether the proposed solutions address the root cause of the incident and have a high chance of resolving the issue. Assess whether the proposed solutions are supported by relevant references or best practices. How can you determine the effectiveness of the proposed solutions? Are there any challenges in checking their effectiveness?
Validate the correspondence with user or client
For this task, you need to validate the correspondence with the user or client mentioned in the incident ticket. The purpose of this task is to ensure that there is clear and accurate communication between the support team and the affected user/client. Review whether any additional communication or clarification is required. Can you identify any challenges in validating the correspondence?
Review assigned personnel competencies
In this task, you will review the competencies of the personnel assigned to handle the incident ticket. The purpose of this task is to evaluate whether the assigned personnel have the necessary skills and expertise to resolve the incident effectively. Assess whether the assigned personnel have relevant certifications or training. Are there any challenges in reviewing assigned personnel competencies?
Evaluate Business Impact Analysis (BIA) if done
For this task, you need to evaluate the Business Impact Analysis (BIA) if it has been performed for the incident. The purpose of this task is to assess the potential impact of the incident on the business operations and prioritize its resolution accordingly. Evaluate whether the BIA covers key areas such as financial impact, customer impact, and reputation impact. Are there any challenges in evaluating the BIA?
1
Done
2
Not done
Check compliance with incident management procedure
In this task, you will check the compliance of the incident ticket with the incident management procedure. The purpose of this task is to ensure that the incident ticket follows the documented process and guidelines for incident management. Evaluate whether the ticket includes all the required information and follows the escalation procedures if necessary. What potential challenges may arise while checking compliance?
1
Compliant
2
Non-compliant
Inspect the quality of documentation and updates made during incident resolution
For this task, you need to inspect the quality of documentation and updates made during the incident resolution process. The purpose of this task is to ensure that the incident ticket contains accurate and detailed information about the resolution steps taken. Evaluate whether the documentation follows a standardized format and includes relevant details. Can you identify any challenges in inspecting the quality of documentation?
Review the process of implementing the solution
In this task, you will review the process of implementing the solution mentioned in the incident ticket. The purpose of this task is to evaluate whether the implementation process includes all the necessary steps and adheres to best practices. Review whether any dependencies or potential risks were addressed during the implementation. What challenges may arise while reviewing the process of implementing the solution?
Evaluate client/customer satisfaction survey if sent
For this task, you need to evaluate the client/customer satisfaction survey if it was sent for the incident. The purpose of this task is to assess whether the client/customer's satisfaction was captured and addressed appropriately. Evaluate whether the survey covers key satisfaction indicators such as timeliness of response, communication, and resolution effectiveness. Are there any challenges in evaluating the satisfaction survey?
1
Sent
2
Not sent
Prepare preliminary incident audit report
In this task, you will prepare the preliminary incident audit report based on the findings from the previous tasks. The purpose of this task is to provide an initial summary of the audit findings. The report should include a high-level overview of the observations, any major issues identified, and initial recommendations for improvement. Are there any specific guidelines or templates to follow while preparing the report? How can you ensure the accuracy and completeness of the report?
Approval: Preliminary Incident Audit Report
Will be submitted for approval:
Prepare preliminary incident audit report
Will be submitted
Discuss audit findings with ticket owner
For this task, you need to discuss the audit findings with the ticket owner. The purpose of this task is to provide feedback on the audit findings, clarify any questions, and gather additional information if needed. What are the potential challenges in discussing the audit findings with the ticket owner? Are there any specific communication channels or guidelines to follow?
Finalize and submit incident audit report
In this task, you will finalize and submit the incident audit report. The purpose of this task is to provide a comprehensive report on the audit findings, including a detailed analysis of the ticket quality and recommendations for improvement. Review the report for accuracy, clarity, and completeness before submission. Are there any specific templates or guidelines to follow while finalizing the report? What challenges may arise during this task?
Archive the audited ticket and accompanying documentation
For this task, you need to archive the audited ticket and any accompanying documentation related to the incident. The purpose of this task is to ensure that the audit materials are properly stored and easily retrievable if needed in the future. Consider the storage location, file naming conventions, and any necessary metadata for effective archiving. Can you identify any challenges or potential risks associated with archiving?
Update audit statistics and database
In this task, you will update the audit statistics and database with the information obtained during the incident ticket quality audit. The purpose of this task is to maintain an accurate record of the audit activities and track the overall performance of the incident management process. What database or tools are used to store the audit statistics? How frequently should the statistics and database be updated? Are there any challenges in updating the audit statistics?
Recommend necessary improvements to incident management team
For this task, you need to recommend necessary improvements to the incident management team based on the audit findings. The purpose of this task is to provide actionable recommendations for enhancing the incident management process and improving the overall ticket quality. Identify the key areas for improvement and suggest specific actions, processes, or trainings. Can you identify any challenges in recommending improvements?
