AFANDI Docs / Incident Management
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Incident Management

Ticketing and escalation standard for incidents (P1–P3) with stable communication and a clean closure.

Governance AFANDI standard approvals clear reviewed on a regular cycle

Quick overview

This page describes the working standard for Incident Management – with a focus on concrete decisions rather than general guidance.

The main focus here is severity-einstufung and wer informiert wen in welchem takt so that teams apply the same standard.

The standard only becomes traceable through linked evidence such as incident-timeline and through documented edge cases/exceptions.

Practical focusTopic-specificVerifiable

When this page helps

Typical situations in which this page adds value as a working document, and where another document is more appropriate.

Typical use cases

  • when for Incident Management an organization-wide standard with clear boundaries for schweregrade and eskalationswege be defined
  • when decisions about severity-einstufung between teams are currently made differently
  • when audit or internal review concrete evidence such as incident-timeline requests
  • when Exceptions in the area „rules & responsibility“ more often need to be handled clearly, time-limited, and governed

Less suitable when

  • when Incident Management only about a one-off individual case without need for standardization applies
  • when a detailed project ticket or a technical step-by-step guide is the better fit

Recommended process

A pragmatic sequence that works in practice, from scope to review.

  1. scope for Incident Management tighten the functional and organizational framing; avoid scope gaps (insb. schweregrade and eskalationswege).
  2. standard decisions define: Severity-Einstufung and wer informiert wen in welchem Takt – including the responsible roles.
  3. Exceptions with criteria, deadlines and Re-review modellieren; frequent Edge cases about erstreaktion, kommunikation and statusupdates explicitly abfangen.
  4. Evidence in the standard process verankern (at least incident-timeline and statuskommunikation / verteiler).
  5. review anhand realer deviations fahren and pitfalls such as „Severity becomes about late adjusted“ in the rule reflect back.

Decision rules

Note: Gemeinsame documentation-Standards stehen in the guideline. This page keeps only fest, was for Incident Management functional or technisch entschieden was. Central guideline.

Incident Management is well documented, when rules, Edge cases and Evidence so clearly are, dass teams so that without additional coordination work can.

Entscheidungsrahmen

For Incident Management first define the scope clearly: Schweregrade and escalation paths.

responsibility

decisions about severity-einstufung and wer informiert wen in welchem takt not implizit lassen, sondern roles and approvals explicitly benennen.

Abweichungsregeln

Allow exceptions only if they do not dilute the standard; especially relevant here are erstreaktion, kommunikation and statusupdates.

review triggers

Verifiable is the rule only, when incident-timeline and statuskommunikation / verteiler cleanly verlinkt are.

What should be documented

Here only the spezifischen Inhalte about Incident Management maintain; general documentation rules remain in the centraln guideline. Central guideline.

The page is good when a substitute can apply or review the standard without first collecting tribal knowledge.

Kontext

terms, scope and boundaries about Incident Management specify in concrete terms, including schweregrade and eskalationswege.

Umsetzungsvorgaben

Den standard so record, dass severity-einstufung and when a incident geschlossen be darf eindeutig entschieden are.

review path

Name and link evidence directly: Incident-Timeline, Statuskommunikation / Verteiler, Root-Cause- and actionnafterweise.

Offene Punkte / Exceptions

Aktive Exceptions, the latest change and the next review belong on the page—especially for topics with erstreaktion, kommunikation and statusupdates.

Common pitfalls

This section captures real-world pitfalls from Incident Management; general guidance belongs in the central guideline. Central guideline.

  • scope driftet: Severity becomes about late adjusted.
  • the rule is too abstract: Statusupdates fehlen in longn incidents.
  • evidence is missing: Incident becomes geschlossen without klare Restpunkte.
  • the exception gets out of control: the standard remains abstract without practical context.
Tip: It is better to document three concrete observations from real cases than to keep a long generic list.

Review & maintenance

Check this Page gegen reale processes about Incident Management – not only gegen the Wortlaut. Entscheidend is, ob standard, Exceptions and Evidence in the Alltag contribute.

  • Passt the Einstufung to the actual Impact?
  • Waren Reaktions- and Updatezeiten eingehalten?
  • Are follow-up actions einem Owner zugeordnet?
  • Is the scope still correct?

Review focus for „Incident Management“: rules & responsibility; check especially schweregrade and eskalationswege.

Useful metrics

A few metrics are enough – what matters is that they trigger decisions or improvements.

For „Incident Management“ Kennzahlen directly an severity-einstufung and the most frequent Praxisrisiken koppeln.

MTTA

time to to the ersten qualifizierten Reaktion

Interval: monthly

MTTR

time to to the Wiederherstellung the servicess

Interval: monthly

Postmortem-Abschlussquote

Anteil Incidents with abgeschlossenem Aftergang

Interval: quarterly

Next steps

Add jetzt the concrete Entscheidung about severity-einstufung incl. Verantwortlichen, Datum and Verweis on incident-timeline.

On „Incident Management“ make especially clear as the next step: which schweregrade and eskalationswege apply in the standard case and which exceptions are time-limited.