Planning Your Incident Management Implementation

Audience: Incident Manager, Service Desk Manager, Service Delivery Manager, Alemba Service Manager Administrator(s)

Time to Complete: Varies, Average 3-5 days (Including screens build and UAT)

This topic covers configuring ASM for Incident Management. For help performing actions related to Incident management, please see:

Overview of ASMs Incident Management Capability (Video)

Planning Checklist

(You can print this page if you would like a hard copy)

To prepare for Incident Management, or for your Incident Management workshop if you are receiving assistance from Alemba's Professional Services team, consider the following before you begin configuring ASM. This step may require several meetings with relevant stakeholders. You should not attempt to implement Incident Management until you have completed this checklist.

As you will see, there is a lot to think about not the least of which is Security and Access considerations for your analysts, users, and the ASM system itself. Depending on your decisions below you may very well need to also secure system and service accounts, certificates, and other access permissions that will allow the Alemba API to integrate to other applications to receive and distribute data such as user accounts, configuration items, event alerts, and email messages.

Reporting

Integrations

Metrics and Data

Priority Matrix using the number of affected users as the impact. This can be any set of values you need it to be, however.

Communications

Role Based Access Security

Training and Socialization

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