Incident management overview is defined as any event which is not part of
the standard operation of the service and which causes, or may cause, an
interruption or a reduction of the quality of the service. An Incident could be
due to a known/existing issue or could be result of a failure or error in the
Technology object or device.
The
objective of Incident Management is to restore normal operations as quickly as
possible with the least possible impact on either the business or the user at a
cost-effective price, and within defined service levels. Incident Management
does not attempt to identify the root cause of the incident and is focused on
resumption of normal operations within agreed upon Service Level Agreements.
The
process goes like – incident detection and recording, classification and
initial support, investigation and diagnosis, resolution and recovery, and
final closure of the incident, form part of the Incident
Management Process. The incident management process involves establishing a
service restoration process which aims to:
·
Channel
users’ reports of an interruption to a service or drop in quality of a service.
·
Enable
validation and diagnosis of the reported incident
·
Manage
the process of ensuring incident resolution and restoration of service.
·
Monitoring
compliance with defined service level agreements for service restoration and
availability.
Once
identified as an incident, the service desk logs the incident as a ticket. The
ticket should include information, such as the user’s name and contact
information, the incident description, and the date and time of the incident
report
Incident resolution involves five steps:
Initial diagnosis: This occurs when the user describes
his or her problem and answers troubleshooting questions.
Incident escalation: This happens when an incident
requires advanced support, such as sending an on-site technician or assistance
from certified support staff. As mentioned previously, most incidents should be
resolved by the first tier support staff and should not make it to the
escalation step.
Investigation and
diagnosis: These
processes take place during troubleshooting when the initial incident
hypothesis is confirmed as being correct. Once the incident is diagnosed, staff
can apply a solution, such as changing software settings, applying a software
patch, or ordering new hardware.
Resolution and
recovery: This is
when the service desk confirms that the user’s service has been restored to the
required SLA level.
Incident closure: At this point, the incident is
considered closed and the incident process ends
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