ITIL Incident Management in Practice

For two years we handled incidents however we felt like it. No tracking, no metrics. Until a client asked for an SLA report — which didn’t exist.

Classification¶

P1 Critical: response 15 min, resolution 4h. P2 High: 30 min/8h. P3 Medium: 2h/3 days. P4 Low: 1 day/2 weeks.

JIRA Workflow + Nagios Integration¶

Custom issue type “Incident” with a workflow and SLA plugin. A CRITICAL alert from Nagios automatically creates a JIRA incident via REST API.

Postmortem¶

Every P1/P2: What happened? Why? What will we do? We look for systemic causes, not someone to blame. Completed within 48 hours.

Results¶

SLA compliance: 94 percent. MTTR P1: from 6 hours down to 2.5. Recurring incidents: -30 percent.