blockmine 1.20.0 → 1.22.0

package/.claude/skills/general-it-engineering/resources/incident-service-management.md

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+# Incident and Problem Management
+
+Incident classification, escalation procedures, problem management, root cause analysis, and known error database for resolving and preventing IT issues.
+
+## Table of Contents
+
+- [Incident Management](#incident-management)
+- [Incident Classification](#incident-classification)
+- [Escalation Procedures](#escalation-procedures)
+- [Problem Management](#problem-management)
+- [Root Cause Analysis](#root-cause-analysis)
+- [Known Error Database](#known-error-database)
+- [Best Practices](#best-practices)
+
+## Incident Management
+
+### Purpose
+
+**Incident:** Unplanned interruption or reduction in quality of service.
+
+**Goals:**
+- Restore normal service as quickly as possible
+- Minimize business impact
+- Maintain quality of service levels
+- Meet SLA targets
+
+### Incident vs Problem vs Request
+
+```yaml
+Incident:
+  Definition: Service disruption or degradation
+  Example: Email server down, application error
+  Goal: Restore service quickly
+  Owner: Service desk / Incident Manager
+
+Problem:
+  Definition: Unknown root cause of one or more incidents
+  Example: Why do email servers crash every week?
+  Goal: Find and fix root cause
+  Owner: Problem Manager
+
+Service Request:
+  Definition: Request for service or information
+  Example: New laptop, password reset, access request
+  Goal: Fulfill request
+  Owner: Service desk / Fulfillment team
+```
+
+### Incident Lifecycle
+
+```
+Detection
+    ↓
+Logging
+    ↓
+Categorization & Prioritization
+    ↓
+Diagnosis
+    ↓
+Escalation (if needed)
+    ↓
+Investigation & Diagnosis
+    ↓
+Resolution & Recovery
+    ↓
+Closure
+    ↓
+Post-Incident Review (for major incidents)
+```
+
+## Incident Classification
+
+### Priority Matrix
+
+```
+┌────────────────────────────────────────────┐
+│         Impact vs Urgency                  │
+├────────────────────────────────────────────┤
+│            │ Low │ Med │ High │ Critical  │
+│────────────┼─────┼─────┼──────┼───────────│
+│ Urgent     │ P3  │ P2  │ P1   │ P1        │
+│ High       │ P3  │ P2  │ P2   │ P1        │
+│ Medium     │ P4  │ P3  │ P2   │ P2        │
+│ Low        │ P4  │ P4  │ P3   │ P3        │
+└────────────────────────────────────────────┘
+```
+
+### Priority Definitions
+
+**P1 - Critical:**
+```yaml
+Criteria:
+  - Complete service outage
+  - Critical business process stopped
+  - Security breach in progress
+  - Data loss imminent
+  - Affects >1000 users
+
+Examples:
+  - Production database down
+  - Website completely unavailable
+  - Email service down globally
+  - Ransomware attack
+
+SLA Targets:
+  Response Time: 15 minutes
+  Resolution Time: 4 hours
+  Communication: Every 30 minutes
+  Support: 24/7/365
+
+Process:
+  - Immediate notification to Incident Manager
+  - War room/bridge call initiated
+  - All hands on deck
+  - Executive notification
+  - Status page updated
+```
+
+**P2 - High:**
+```yaml
+Criteria:
+  - Major service degradation
+  - Critical users affected
+  - Workaround not available
+  - Affects 100-1000 users
+
+Examples:
+  - Application slow (80% degradation)
+  - VPN intermittent failures
+  - Key functionality broken
+  - Regional service outage
+
+SLA Targets:
+  Response Time: 1 hour
+  Resolution Time: 8 hours
+  Communication: Every 2 hours
+  Support: 24/7
+
+Process:
+  - Incident Manager assigned
+  - Bridge call if needed
+  - Regular updates
+  - Management notification
+```
+
+**P3 - Medium:**
+```yaml
+Criteria:
+  - Moderate service impact
+  - Workaround available
+  - Affects 10-100 users
+  - Non-critical business impact
+
+Examples:
+  - Minor application bug
+  - Single user unable to access file share
+  - Printer offline
+  - Report not generating
+
+SLA Targets:
+  Response Time: 4 hours
+  Resolution Time: 24 hours
+  Communication: Daily
+  Support: Business hours
+
+Process:
+  - Standard troubleshooting
+  - Escalate if unresolved
+  - User updates as needed
+```
+
+**P4 - Low:**
+```yaml
+Criteria:
+  - Minimal impact
+  - Single user affected
+  - Enhancement request
+  - Cosmetic issues
+
+Examples:
+  - Typo in application
+  - Feature request
+  - Question about functionality
+  - UI improvement suggestion
+
+SLA Targets:
+  Response Time: 8 hours
+  Resolution Time: 48 hours
+  Communication: On close
+  Support: Business hours
+
+Process:
+  - Queue for resolution
+  - May convert to service request
+  - May defer to next release
+```
+
+### Incident Categories
+
+```yaml
+Category Hierarchy:
+
+Hardware:
+  - Desktop/Laptop
+  - Server
+  - Network
+  - Printer
+  - Phone
+
+Software:
+  - Application
+  - Operating System
+  - Database
+  - Middleware
+
+Service:
+  - Email
+  - Network Connectivity
+  - Authentication
+  - File Storage
+  - VPN
+
+Security:
+  - Account Compromise
+  - Malware
+  - Phishing
+  - Unauthorized Access
+```
+
+## Escalation Procedures
+
+### Escalation Types
+
+**Functional Escalation:**
+```
+Escalate to higher expertise level
+
+L1 Service Desk
+    ↓ (if unresolved in 15 minutes)
+L2 Technical Support
+    ↓ (if unresolved in 1 hour)
+L3 Subject Matter Expert
+    ↓ (if vendor issue)
+Vendor Support
+```
+
+**Hierarchical Escalation:**
+```
+Escalate to higher management level
+
+Service Desk Analyst
+    ↓ (if P1 or SLA breach)
+Service Desk Manager
+    ↓ (if not resolving)
+IT Manager
+    ↓ (if business critical)
+CIO
+```
+
+### Escalation Triggers
+
+```yaml
+Automatic Escalation Triggers:
+
+1. Priority-based:
+   - P1 incident created → Immediate
+   - P2 approaching SLA breach → 1 hour before
+   - P3/P4 SLA breached → Immediately
+
+2. Time-based:
+   - L1 unable to resolve in 15 minutes → L2
+   - L2 unable to resolve in 1 hour → L3
+   - Any tier stuck for 2x expected time → Manager
+
+3. Impact-based:
+   - Executive affected → Immediate
+   - Revenue-impacting → Immediate
+   - Compliance issue → Immediate
+   - Security incident → Immediate
+
+4. Pattern-based:
+   - 3rd occurrence of same issue → Problem Management
+   - Affecting multiple users → Escalate priority
+   - Scope expanding → Re-prioritize
+```
+
+### Major Incident Management
+
+```yaml
+Major Incident: High impact, urgent situation requiring immediate attention
+
+Criteria:
+  - Multiple critical services down
+  - Widespread user impact (>1000 users)
+  - Executive visibility
+  - Revenue impact
+  - Regulatory implications
+
+Process:
+
+1. Declaration:
+   - Incident Manager declares major incident
+   - Initiate major incident process
+   - Notify stakeholders
+
+2. War Room:
+   - Virtual bridge call
+   - Dedicated Slack channel
+   - Screen sharing for collaboration
+
+3. Roles:
+   - Incident Manager: Leads response
+   - Technical Lead: Coordinates fixes
+   - Communications Lead: User updates
+   - Scribe: Documents timeline
+
+4. Communication:
+   - Status page updated immediately
+   - Updates every 15-30 minutes
+   - Executive briefings
+   - Customer notifications
+
+5. Resolution:
+   - Focus on service restoration (not root cause)
+   - Implement workaround if faster than fix
+   - Verify resolution
+   - Monitoring period
+
+6. Post-Incident Review:
+   - Mandatory for major incidents
+   - Timeline analysis
+   - Root cause
+   - Action items
+   - Process improvements
+```
+
+### War Room Example
+
+```yaml
+Major Incident: Customer Portal Down
+
+Bridge Call Details:
+  Conference: +1-555-1234, Code: 9876
+  Slack Channel: #incident-portal-down
+  Start Time: 2024-11-01 14:30
+
+Participants:
+  Incident Manager: Sarah Johnson
+  Technical Lead: Mike Chen
+  App Team: Dev Team Lead + 2 engineers
+  Infrastructure: Ops Manager + SRE
+  Database: DBA on call
+  Communications: Customer Success Manager
+  Executive: VP Engineering (observer)
+
+Timeline:
+  14:30 - Incident declared, war room started
+  14:35 - Investigation started (all hands)
+  14:40 - Root cause identified (database connection pool exhausted)
+  14:50 - Fix applied (increased connection pool size)
+  15:00 - Service restored
+  15:15 - Monitoring period complete, war room closed
+  15:30 - PIR scheduled for tomorrow 10am
+
+Actions:
+  - [DONE] Restart application servers
+  - [DONE] Increase DB connection pool
+  - [DONE] Verify functionality
+  - [PENDING] PIR tomorrow
+  - [PENDING] Permanent fix in sprint
+```
+
+## Problem Management
+
+### Purpose
+
+**Problem:** Unknown root cause of one or more incidents.
+
+**Goals:**
+- Identify root causes
+- Prevent incident recurrence
+- Minimize impact of incidents that can't be prevented
+- Improve service quality
+
+### Reactive vs Proactive
+
+**Reactive Problem Management:**
+```
+Triggered by:
+  - Multiple related incidents
+  - Recurring incidents
+  - Major incident root cause analysis
+
+Process:
+  - Analyze incident patterns
+  - Identify common root cause
+  - Document as problem
+  - Assign for investigation
+```
+
+**Proactive Problem Management:**
+```
+Triggered by:
+  - Trend analysis
+  - Performance monitoring
+  - Technology assessments
+  - Known vulnerabilities
+
+Process:
+  - Identify potential problems before incidents occur
+  - Analyze risks
+  - Implement preventive measures
+  - Continuous improvement
+```
+
+### Problem Lifecycle
+
+```
+Problem Detection
+    ↓
+Problem Logging
+    ↓
+Categorization & Prioritization
+    ↓
+Investigation & Diagnosis
+    ↓
+Workaround (interim solution)
+    ↓
+Known Error (if workaround found)
+    ↓
+Root Cause Identified
+    ↓
+Change Request (for permanent fix)
+    ↓
+Problem Resolution
+    ↓
+Problem Closure
+```
+
+### Problem Record Example
+
+```yaml
+Problem: PRB-456
+
+Status: Known Error (workaround available)
+Category: Application
+Subcategory: Performance
+Priority: P2
+
+Description:
+  Customer Portal experiences slow response times (>5 seconds)
+  during business hours, especially between 9am-11am.
+
+Related Incidents:
+  - INC-12340: 2024-10-15 - Slow portal
+  - INC-12398: 2024-10-22 - Portal timeout
+  - INC-12445: 2024-10-29 - Cannot load customer data
+  - INC-12467: 2024-11-01 - Slow search results
+  Total: 15 incidents in 30 days
+
+Investigation Timeline:
+  2024-10-16: Problem created (after 2nd occurrence)
+  2024-10-17: Assigned to App Team
+  2024-10-20: Performance testing conducted
+  2024-10-22: Root cause identified
+  2024-10-23: Workaround implemented
+  2024-10-25: Marked as Known Error
+
+Root Cause:
+  Database query inefficiency due to missing index on
+  customer_orders.created_date column. Query scans full table
+  (5M rows) instead of using index, causing 8+ second queries.
+
+Workaround:
+  Add database read replica for reporting queries to reduce
+  load on primary database.
+
+  Implementation:
+    - Created read replica
+    - Routed search queries to replica
+    - Reduced primary DB load by 40%
+
+  Result:
+    - Response times improved to <2 seconds
+    - Incidents reduced by 90%
+
+Permanent Solution:
+  Change Request: CHG-12890
+  Description: Add index on customer_orders.created_date
+  Status: Approved
+  Scheduled: 2024-11-10 02:00 AM
+  Expected Result: Eliminate slow queries completely
+
+Owner: Database Team
+Next Review: 2024-11-15 (verify fix effectiveness)
+```
+
+## Root Cause Analysis
+
+### 5 Whys Technique
+
+```yaml
+Incident: Production website down for 2 hours
+
+Why? The web server crashed.
+  ↓
+Why did the web server crash? It ran out of memory.
+  ↓
+Why did it run out of memory? Memory leak in application code.
+  ↓
+Why was there a memory leak? Database connections not closed properly.
+  ↓
+Why weren't connections closed? Missing finally blocks in error handling.
+  ↓
+Root Cause: Code review process didn't catch missing resource cleanup
+
+Actions:
+  1. Fix immediate issue: Add connection cleanup code
+  2. Prevent recurrence: Update code review checklist
+  3. Detect earlier: Add memory monitoring alerts
+  4. Improve process: Automated code analysis for resource leaks
+```
+
+### Fishbone Diagram (Ishikawa)
+
+```
+Problem: Database Performance Degradation
+
+        People              Process              Technology
+           │                   │                     │
+           │                   │                     │
+    No DBA training      No capacity planning    Old hardware
+           │                   │                     │
+           └───────────────────┴──────────────────────┘
+                                 │
+                          ┌──────▼──────┐
+                          │  Database   │
+                          │ Performance │
+                          │   Issues    │
+                          └──────▲──────┘
+           ┌───────────────────┬┴──────────────────────┐
+           │                   │                        │
+    No monitoring        No query tuning        Unoptimized queries
+           │                   │                        │
+      Environment           Methods              Management
+```
+
+### RCA Report Template
+
+```yaml
+Root Cause Analysis Report
+
+Incident: INC-12500 - Email Service Outage
+Date: 2024-11-01
+Duration: 14:30 - 17:15 (2 hours 45 minutes)
+Impact: 5,000 users unable to send/receive email
+Business Impact: $45,000 revenue (estimated)
+
+Timeline:
+  14:30 - Users report cannot send email
+  14:35 - Service desk escalates to L2
+  14:40 - Email team investigates
+  15:00 - Identified mail server queue full
+  15:15 - Identified spam causing queue backup
+  15:30 - Spam filtering updated
+  16:00 - Queue processing resumed
+  17:00 - All queued emails delivered
+  17:15 - Service fully restored
+
+Root Cause:
+  Spam filtering rules outdated (last update 6 months ago).
+  New spam campaign bypassed filters, overwhelming mail queue
+  with 500,000 spam messages in 2 hours.
+
+Contributing Factors:
+  1. No automated spam filter updates
+  2. No queue monitoring alerts
+  3. No rate limiting on inbound email
+
+Immediate Actions (Completed):
+  - Updated spam filters
+  - Cleared spam from queue
+  - Implemented rate limiting
+
+Preventive Actions:
+  1. Automate spam filter updates (daily) - Due: Nov 5
+  2. Implement queue monitoring - Due: Nov 10
+  3. Review email security architecture - Due: Nov 20
+  4. Add rate limiting for all services - Due: Nov 30
+
+Lessons Learned:
+  - Automated updates critical for security controls
+  - Monitoring should cover queue depths, not just service status
+  - Need faster incident detection (took 30 min to detect)
+
+Owner: Email Team Lead
+PIR Completed: 2024-11-02
+Follow-up Review: 2024-12-01
+```
+
+## Known Error Database
+
+### Purpose
+
+**Known Error Database (KEDB):** Repository of Known Errors and workarounds.
+
+**Benefits:**
+- Faster incident resolution
+- Consistent solutions
+- Knowledge sharing
+- Reduced dependency on specific individuals
+
+### Known Error Record
+
+```yaml
+Known Error: KE-123
+
+Problem: PRB-456
+Status: Active (workaround available)
+Category: Application
+Subcategory: Performance
+
+Description:
+  Customer search returns results slowly (>5 seconds)
+  during peak hours (9am-11am, 1pm-3pm).
+
+Root Cause:
+  Missing database index on frequently queried column.
+  Query performs table scan instead of index lookup.
+
+Workaround:
+  Title: Use Advanced Search with Date Filter
+
+  Steps:
+    1. Click "Advanced Search"
+    2. Add date range filter (last 90 days)
+    3. Perform search
+
+  Result:
+    - Reduces query scope
+    - Returns results in <1 second
+    - 95% of searches within 90 days
+
+  Limitations:
+    - Doesn't help for searches >90 days
+    - Extra step for users
+
+Permanent Fix:
+  Status: In Progress
+  Change: CHG-12890 (database index creation)
+  ETA: 2024-11-10
+
+  Once deployed:
+    - Workaround no longer needed
+    - All searches will be fast
+    - KE will be closed
+
+Communication:
+  - Service desk trained on workaround
+  - Knowledge base article published: KB-789
+  - User notification sent
+  - Status page updated
+
+Related Documents:
+  - Problem Record: PRB-456
+  - Knowledge Article: KB-789
+  - Change Request: CHG-12890
+  - Incidents: INC-12340, INC-12398, INC-12445
+
+Owner: Database Team
+Created: 2024-10-23
+Last Updated: 2024-11-01
+Next Review: 2024-11-15
+```
+
+### KEDB Integration
+
+```yaml
+Integration Points:
+
+Service Desk:
+  - Search KEDB before escalating
+  - Apply workaround if available
+  - Link incident to known error
+  - Faster resolution
+
+Incident Management:
+  - Check for known errors during diagnosis
+  - Apply documented workarounds
+  - Track effectiveness
+
+Problem Management:
+  - Create KE when workaround identified
+  - Update KE when permanent fix deployed
+  - Close KE when problem resolved
+
+Knowledge Management:
+  - Convert KE to KB articles
+  - Self-service access
+  - User education
+```
+
+## Best Practices
+
+### 1. Clear Communication
+
+**User Updates:**
+```
+During Incident:
+  - Initial acknowledgment (within SLA)
+  - Progress updates (regular intervals)
+  - Workaround instructions (if available)
+  - Resolution notification
+  - Follow-up (verify fix)
+
+Status Page:
+  - Real-time incident status
+  - Affected services
+  - ETR (Estimated Time to Repair)
+  - Updates as situation evolves
+```
+
+### 2. Incident Metrics
+
+```yaml
+Key Performance Indicators:
+
+Response Metrics:
+  - Mean Time to Respond (MTTR)
+    Target: <15 min (P1), <1 hr (P2)
+  - First Response SLA Compliance
+    Target: >95%
+
+Resolution Metrics:
+  - Mean Time to Resolve (MTTR)
+    Target: <4 hr (P1), <8 hr (P2)
+  - Resolution SLA Compliance
+    Target: >90%
+  - First Contact Resolution
+    Target: >70%
+
+Quality Metrics:
+  - Incident Reopen Rate
+    Target: <5%
+  - Escalation Rate
+    Target: <30%
+  - User Satisfaction (CSAT)
+    Target: >4.0/5.0
+
+Volume Metrics:
+  - Incidents by category
+  - Incidents by priority
+  - Trend analysis (increasing/decreasing)
+```
+
+### 3. Post-Incident Reviews
+
+**For major incidents, conduct PIR:**
+```yaml
+PIR Agenda:
+
+1. Timeline Review (20 min)
+   - What happened and when?
+   - Who was involved?
+   - What actions were taken?
+
+2. Root Cause Analysis (20 min)
+   - Why did it happen?
+   - What were contributing factors?
+   - Could it have been prevented?
+
+3. Impact Assessment (10 min)
+   - Users affected
+   - Business impact
+   - Financial impact
+   - Reputation impact
+
+4. Response Evaluation (15 min)
+   - What went well?
+   - What could be improved?
+   - Was communication effective?
+   - Were tools adequate?
+
+5. Action Items (15 min)
+   - Immediate fixes
+   - Preventive measures
+   - Process improvements
+   - Training needs
+   - Tool enhancements
+
+6. Follow-up (5 min)
+   - Assign owners
+   - Set deadlines
+   - Schedule review
+```
+
+### 4. Knowledge Management
+
+Build comprehensive knowledge base from incidents and problems.
+
+### 5. Automation
+
+```yaml
+Automate Common Resolutions:
+
+Self-Healing:
+  - Service restart on failure
+  - Disk space cleanup
+  - Cache clearing
+  - Certificate renewal
+
+Automated Diagnostics:
+  - Health check scripts
+  - Log analysis
+  - Performance baselines
+  - Connectivity tests
+
+Chatbots:
+  - Password reset
+  - Account unlock
+  - Common questions
+  - Ticket creation
+```
+
+### 6. Continuous Improvement
+
+Learn from every incident to prevent future occurrences.
+
+---
+
+**Related Resources:**
+- [itil-framework.md](itil-framework.md) - ITIL incident and problem management
+- [service-management.md](service-management.md) - SLA management
+- [help-desk-operations.md](help-desk-operations.md) - Service desk operations