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Examining Service Operation Processes: Incident Management

Improve buttonThe Service Operation phase of the ITIL® Service Lifecycle ensures that customers and users are receiving services at the agreed upon levels.  Service Operation is also responsible for maintaining the applications, technology, and infrastructure that support service delivery.  To help Service Operation achieve its objectives, there are five processes (Incident Management, Problem Management, Event Management, Request Fulfillment and Access Management) and four main functions (the Service Desk, Technical Management, IT Operations Management and Application Management). All of these processes and functions come together to play an extremely pivotal role in Service Operation.

This article will focus on the Incident Management process within Service Operation.

Incident Management is the process that handles all Incidents.  As defined by ITIL, an Incident is “an unplanned interruption to an IT service or a reduction in the quality of an IT service.”  Incidents can be reported by users, technical staff, or monitoring tools. The key purpose of Incident Management is to restore an IT service to normal service operations promptly and in the most effective way possible. This is to be done while minimizing any adverse effects the Incident may have on business operations. Doing so ensures that the best quality service levels and service availability are maintained. “Normal service operations” are defined as operations that fall within SLA guidelines.

As part of the Service Lifecycle, Incident Management brings exceptional value to any business.  It improves a company’s ability to find and resolve Incidents, which results in fewer interruptions to business operations and a more dependable availability of service. Thus, the company is able to take advantage of the functionality of the service as it has been designed. Incident Management also helps the company align its IT activities with its business priorities. This process has the ability to identify business priorities and adjust resources as needed.  Incident Management can also recognize potential enhancements to services.

To learn more about the value Incident Management can bring to your organization, enroll in the ITIL V3 Service Operation course or the ITIL V3 Operational Support and Analysis course at Ashford Global IT!

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About this author:

Angel Prusinowski

Angel is a leading ITIL® instructor at Ashford Global IT.

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