This is the stakeholder who usually experiences a disruption in service and raises an incident ticket to initiate the process of incident management.

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This blog looks at Flammable Gases: what they are; the risks they present to people, property and the environment; and how to store them legally and safely. The management of Flammable Gases, like all Dangerous Goods is governed by a number of different Regulations and Standards; this blog focusing on storage essentials and identifies the key documents to review for more information.

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Incidents in an IT environment can be categorized in several different ways. Some factors that influence incident categorization include the urgency of the incident and the severity of its impact on users or the business in general. Classifying and categorizing IT incidents helps identify and route incidents to the right technician, saving time and effort. For example, incidents can be classified as major or minor incidents based on their impact on the business and their urgency. Typically major incidents are the ones that affect business-critical services, thus affecting the entire organization, and need immediate resolutions. Minor incidents usually impact a single user or a department, and might have a documented resolution in place already.

An incident can be logged through phone calls, emails, SMS, web forms published on the self-service portal or via live chat messages.

An IT incident is any disruption to an organization's IT services that affects anything from a single user or the entire business . In short, an incident is anything that interrupts business continuity.

Although each organization can have their own custom roles and responsibilities, below are some of the most common IT incident management roles.

This service desk is made up of technicians with advanced knowledge of incident management. They usually receive more complex requests from end users; they also receive requests in the form of escalations from Tier 1.

After an incident has been closed, it's good practice to document all the takeaways from that incident. This helps better prepare teams for future incidents and creates a more efficient incident management process. The post-incident review process can be broken down into various aspects, as shown below, and is particularly useful for major incidents.

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This is the first point of contact for the requesters when they want to raise a request or incident ticket. The Tier 1 service desk usually consists of technicians who have a working knowledge of the most common issues that might occur in an IT environment, including password resets and Wi-Fi problems.

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Once the incident is categorized and prioritized, it gets automatically routed to a technician with the relevant expertise.

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Gas cylinders must be stored correctly along with a written fire/explosion emergency plan. Staff need to attend regular drills and incident response training.

Class 2.1 Flammable Gases must be stored according to the strict guidelines of the Australian Standard AS4332-2004 - The storage and handling of gases in cylinders. There are three key elements to storing Flammable Gases. These include:

Even small gas leaks from cylinders under pressure can cause catastrophic events. Leaking compressed gases can quickly fill a room or confined space, with the accumulated gas remaining within its explosive range. Flammable gases that are denser than air are particularly dangerous because they can travel considerable distances to ignition sources.

Incident management process when enabled with the relevant automations allows service desk teams to keep an eye on SLA compliance, and sends notifications to technicians when they are approaching an SLA violation; technicians also have the option to escalate SLA violations by configuring automated escalations , as applicable to the incident. After diagnosing the issue, the technician offers the end user a resolution, which the end user can validate. This multistep process ensures that any IT issue affecting business continuity is resolved as soon as possible.

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“Class 2.1 - Flammable Gas can be defined as gases at 20 °C and a standard temperature of 101.3 kPa are ignitable when in a mixture of 13% or less by volume in air.”

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Examples of flammable gases regularly used in workplaces include: LPG, acetylene, hydrogen, propane, propylene and methane. These gases are also referred to as fuel gases and are easily ignited and potentially explosive.

Incident management covers every aspect of an incident across its life cycle. It speeds up the resolution process and makes ticket management transparent. Without incident management, handling tickets can be a hassle. Some of the key problems that can arise include:

Incident management is the process of managing IT service disruptions and restoring services within agreed service level agreements (SLAs).

According to the Australian Standard, Class 2.1 Flammable Gases must be segregated by at least 3 metres from Class 2.2 (5.1) Oxidising Gases and Class 2.3 Toxic Gases.

In Australia flammable gases are classified by the Australian Dangerous Goods Code (also known as the ADG Code). But the ADG Code itself is based on the Globally Harmonised System of Classification and Labeling of Chemicals (GHS) adopted and recommended by the United Nations. The definition of flammable gases according to the GHS is:

When flammable gases in cylinders are exposed to dangerous events (like a fire that started in another part of the worksite) they may rupture violently from pressure build-up. Subsequent explosions can lead to fatalities, as well as catastrophic environmental and property damage.

While the incident is being processed, the technician needs to ensure the SLA isn't breached. An SLA is the acceptable time within which an incident needs response (response SLA) or resolution (resolution SLA). SLAs can be assigned to incidents based on their parameters like category, requester, impact, urgency etc. In cases where an SLA is about to be breached or has already been breached, the incident can be escalated functionally or hierarcially to ensure that it is resolved at the earliest.

The segregation distance can also be achieved by using screen walls that are at least 1 metre higher than the tallest cylinder and impervious to the gases stored on either side.

An incident is considered resolved when the technician has come up with a temporary workaround or a permanent solution for the issue.

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This stakeholder plays a key role in the process of incident management by monitoring how effective the process is, recommending improvements, and ensuring the process is followed, among other responsibilities.

The scope of incident management starts with an end user reporting an issue and ends with a service desk team member resolving that issue.

Incident management practices are widely used by the IT service desk teams. Service desks are usually the single point of contact for end users to report issues to IT management teams.

Apart from the above factors, some end-user facing factors should also be evaluated. For this purpose, a post-closure survey is conducted to collect feedback from the end users affected by the incident. This survey should be used to gain insight in some key areas, like:

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The priority of an incident can be determined as a function of its impact and urgency using a priority matrix. The impact of an incident denotes the degree of damage the issue will cause to the user or business. The urgency of an incident indicates the time within which the incident should be resolved. Based on the priority, incidents can be categorized as:

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These processes may be simple or complex based on the type of incident; they also may include several workflows and tasks in addition to the basic process described above.

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The next stage in incident management is incident categorization and prioritization. This not only helps sort incoming tickets but also ensures that the tickets are routed to the technicians, most qualified to work on the issue. Incident categorization also helps the service desk system apply the most appropriate SLAs to incidents and communicate those priorities to end users. Once an incident is categorized and prioritized, technicians can diagnose the incident and provide the end user with a resolution.

Based on the complexity of the incident, it can broken down into sub-activities or tasks. Tasks are typically created when an incident resolution requires the contribution of multiple technicians from various departments.

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Carry out thorough fire risk assessments identifying possible ignition sources and fire hazards. Then systematically introduce hazard control measures.

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This level is usually comprised of specialist technicians who have advanced knowledge of particular domains in the IT infrastructure. For example, technicians for hardware maintenance and server support specialize in very specific fields.

This stakeholder owns the process followed for managing incidents. They also analyze, modify, and improve the process to ensure it best serves the interest of the organization.

Cylinders should always be treated with care to prevent impact damage. They must never be rolled along the ground or dropped/thrown during loading operations.

The best way to store flammable gas cylinders is in a dedicated gas bottle cage that is secured with tamper-proof locks to prevent unauthorised access. The Standard clearly states that cylinders must be protected from any possible damage so if the cylinder store is exposed to passing traffic (eg. forklifts) your gas bottle cage should have bump rails and safety bollards.

IT incident management is one of the help desk's fundamental processes. In this guide, you will learn about the basics of incident management, its components, the roles and responsibilities involved, and how incident management works with other components of the service desk.

Cylinders containing flammable gases must be stored upright and restrained by chains or safety straps. It is also essential to ensure cylinder valves are closed, attachments like welding torches are removed, and safety caps in place.

With proper incident management in place, collecting information about incidents is streamlined and less chaotic without having emails fly back and forth for the purpose. Service desk teams can publish forms in user self-service portal to ensure that all relevant information is collected right at the time of ticket creation.

To learn more about managing the risks and hazards when storing Class 2.1 Flammable Gases (as well as other compressed gases) download our free eBook Gas Cylinder Storage: Compliance and Safety Requirements. The eBook also contains the STOREMASTA methodology for risk management that can be used to control the hazards associated with the gas cylinders stored in your workplace. Download it now by clicking on the image below:

Flammable gases should be stored outdoors wherever possible. Outdoor storage reduces the dangers of gas leaks as the natural ventilation often dissipates leaked gas safely. The cylinder store should be level and at least 3 metres away from any plant, equipment or machinery that generates heat.

Incidents can be categorized and sub-categorized based on the area of IT or business that the incident causes a disruption in like network, hardware etc.