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Incident Management Process

An Incident is defined as an unexpected interruption in the provision of IT services that can either prevent the service from continuing or reduce the quality of it. Once there is an interruption or disruption in a service, the client will contact the IT Service Desk for assistance, which will initiate the Incident Management process.

The process of Incident Management involves the complete management of the Lifecycle of an Incident. The main aim of this Service Operation process is to restore the IT service to the user as quickly as possible.

When processing Incidents, there are three factors that have to be taken into consideration:

  • Timescales – The timeframe in which the Incident Management process is initiated is very important as the Agreed Service Levels have to be maintained. All departments that are concerned with addressing the Incident should be contacted so the response time is kept to a minimum.
  • Incident Models – When a standard Incident Model has been designed, resolving many repeated interruptions and issues becomes more efficient and effective. An Incident Model contains the pre-defined steps that should be taken in dealing with a specific type of Incident.
  • Major Incidents – Any Incident that is classified as a Major Incident must be handled with a high level of urgency. It is recommended that each organization define what is to be classified as a Major Incident. Major Incidents are handled by a separate procedure which is agreed upon between Service Operators in advance.

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About this author:

Jon Francum

Jon is the Director of Training at Ashford Global IT.

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