Implementing ITSM – Incident Management on kuttab.sd using Trello

Kuttab is an online schools directory presented by Eptikar. The service provides users with a listing of all schools in Khartoum, where each school’s page presents the school’s information and photos plus location map.

Users are able to search and filter schools ,where they can rate and comment on their favorite schools using social media plugins.

In this project we decided to start implementing an Incident management system based on ITSM, in order to improve : service quality, customer satisfaction and IT staff efficiency. We established service desk functionality first to act as single point of contact to receive quires, service requests and incidents which usually come through phone calls or emails.

As a startup company we consist of a single core Dev team, we adopted scrum agile methodology in our project management (SCRUM Development), hence our team construction is based on typical scrum roles:developers, a scrum master and a product owner.

We used Trello , the awesome free web based management application as a tool to implement incident management, we have already had a satisfying experience utilizing Trello for project management using SCRUM Agile methodology.

Trello provides a simple platform for management processes and an easy way to track issues, through this article we share the way we are using Trello for Implementing ITSM Incident management for kuttab online service.  

The goal of Incident Management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.

Incident prioritization:

Priority is assessed in terms of two factors; Urgency and Impact, based on ITSM Incident Management the effective way to calculate these elements and deriving an overall priority level for each incident is illustrated using the tables below:

 

 

 

 

Impact

 

 

 

High

Medium

Low

 

High

1

2

3

Urgency

Medium

2

3

4

 

Low

3

4

5

 

Priority code

Description

Target resolution time

1

Critical

1 hour

2

High

2 hours

3

Medium

24 hours

4

Low

48 hours

5

Planning

Planned

 

Incident Escalation:

As you remember we are a single Scrum developing team and we have one scrum master act as the team leader, so according to SCRUM process we response to technical issues collectively and collaboratively with guidance from our scrum master. Although one person might work on an issue but the whole team remains accountable for the result.For this reason we don’t have escalation process in our incident management process flow diagram.

Below is a screen shot of how our Incident management board looks like and as you can see its pretty simple:  

Board

A card of an incident looks like this:

Card#1

Card #2 “related incident”  to the card above had been closed after resolving card #1 (Yaay)… and this how it looks like  :

Card#2

So, In order to address all ITSM Incident management standards we need , we used existing features in Trello and just to summarize the post, here is a mapping between the standard and how we applied it with Trello.

Incident record Items Implementation using Trello
Incident unique reference Card#
Incident categorization 'incident type' After card title between brackets
Prioritization, Impact and Urgency Card colored Labels
Incident logging Date and Time Card creation date and time
Person recorded the incident Card creator
Incident Status Board lists Active Waiting and Closed
Person who will solve the incident Assigned card member
Description of incident, user raised it, call back method First comment on card
Related Incidents, activities to solve Comments on cards and tag of related cards #
Incident closure status, date and time  last comment indicates (Resolved/Closed)

 

Of course, this is an ongoing experiment and we add and remove things everyday but so far we don’t feel the need to move to any specialized software (issue tracking, bugs reporting , …etc). We like to keep it simple …   for now 🙂

5 thoughts on “Implementing ITSM – Incident Management on kuttab.sd using Trello”

  1. Salam Alykom
    first of all i’m so happy to see that ITIL start been on of the important ways to improve work in Sudan

    implementing Incident management Process through ITSM tool is a step forward to to control and improve systems and way of work, so happy that you share your experience of implementing it that will guide a lot of people to understand that implementing ITL is not that hard, i think next step will be good if you start implement Change management

    thanks for sharing this
    regard

    1. Wa alykom alsalam Marwan

      thanks for stopping by and comment .
      Yes that’s the idea ! Implementing ITSM could be done in a simple and affordable way, and it will led directly to more improved service quality and more improved business process. Both we need in Sudan to come up with high quality IT services.

  2. السلام عليكم
    حقيقة تجربة جاذبة جدا و مثيرة للاهتمام لا سيما و ان ادارة بلاغات العملاء و الموظفين تمثل تحديا كبيرا جدا لكل الشركات و المؤسسات
    Trello اكثر ما عجبني في الموضوع هو كيفية استخدام
    فقط لدي استفسار عن التقارير التي يمكن استخراجها من النظام ، ايضا لدي استفسار اخر حول اتفاقية مستوى الخدمة المقدمة من قبلكم
    (Service Level Agreement)

    Trello و الكيفية التي تقومون بها بتصنيف البلاغات و من ثم عكس ذلك على

    و شكرا جزيلا و بالتوفيق دائما ان شاء الله

    1. و عليكم السلام محمد
      نشكرك على التعليق و الإشادة … يمثل تفيذ إدارة البلاغات اول مرحلة للتطبيق إدارة الخدمة التقنية على خدمة كٌتاب , تم إختيار تنفيذ وحدة البلاغات بناء على تحديد الوحدات الأكثر إحتياجا لتطبيق نظام إدارة الخدمة التقنية , و فى الإعتبار عامليين أساسيين هما إرضاء الزبون و رفع مستوى جودة الخدمة. تشمل المراحل القادمة ان شاء الله تطبيق الوحدات الباقية من نظام إدارة الخدمة التقنية من تصميم إتفاقية مستوى الخدمة و إدارة التغير و إدارة المشاكل و غيرها .
      أما عن إمكانية استخراج تقارير من النظام , يقدم تريلو العديد من الخضائص التى تدعم مفهوم التقارير مثل:
      Filter Cards , Copy and print card, Export json, Export to spreadsheet.
      يمكنك مراجعة الرابط لمعرفة جميع خصائص ال
      API المقدمة من تريلو :

      بالنسبة لتصنيف البلاغات يتم على حسب درجة الأولوية للبلاغ التى بدورها تحسب من خلال عاملين هما اثر البلاغ على العملاء و المستخدمين و درجة الإستعجال لحل البلاغ. تم دمج ذلك فى علامات الكروت الملونة
      Trello labels cards
      مما قدم طريقة بسيطة و سهلة لمتابعة الكروت على حسب الاهمية مثلا الكروت الاكثر أهمية – ذات اللون البنفسجى و اللون الاحمر

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