Incident management overview

Incident Management  is an IT service management (ITSM) process area. The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.The goal of incident management is to restore normal service operation as quickly as possible following an incident, while minimizing impact to business operations and ensuring quality is maintained.

Incident Management flow:

  • Incident detection and recording
  • Classification and initial support with assignment to responsible group person.
  • Prioritization of Incidents
  •  Investigation and analysis
  • Resolution and recovery
  • Incident closure

If an incident’s cause is understood but cannot be fixed, the service desk can easily generate a problem from the incident, which will be evaluated through the problem

management process.Few incidents have useful information for knowledge management.

Example of Incident management

Incidents should be classified as they are recorded, Examples of incidents by classification are:

  • Application problems
  • service not available
  • data issue
  • application bug
  • disk-usage threshold exceeded
  • Hardware
  • system-down (server issue)
  • network issue
  • automatic alert
  • printer not printing
  • system issues

Incident management: roles and responsibilities

  1. First line/service desk:The service desk is the single point of contact for users/customers/employees when there is a service disruption, for service requests etc.
  2. Second line/desk side support :Many organisations will have a second line support group.Second line support group have specific skill set with more time as well as they have access to old incidents records so they can check and fix the recurring issues faster.
  3. Third line/fourth line support: third level support include enginneers/ techonolgy /subject matter experts from specific groups who are expert in their domains and resolve any critical issues.Their are different teams in oraganization.Generally below teams are must.
  • Network support
  • Voice support
  • Server support
  • Desktop support
  • Application management – it is likely that there may be separate teams for different applications orapplication types, some of which may be external supplier/maintainers. In many cases, the same team will beresponsible for application development, as well as support, and it is, therefore important that resources are prioritized so that support is given adequate prominence
  • Database support
  • Hardware maintenance engineers
  • Environment equipment maintainers/suppliers

What happens if incident management is not used?

If an organization wants to continue without incident management below problems can occur.

  • No one managing and escalating incidents.Issues will not be tracked evaluated by a central team.
  • For smaller issues people need to follow the full path of problem solution.
  • specialist support staff being subject to constant interruption, making them less effective
  • Other staff being disrupted as people ask their colleagues for advice.
  • Reinvention of solution each time no use of knowledge management.
    Lack of coordinated management information forgotten, incorrectly handled, or badly managed incidents
  • Less productivity, rework and lot of chaos.

Output from the incident management process

  • Incident resolution and closure
  • Updated incident record and call log
  • Updation of knowledge management article with methods of work arounds
  • Communication with the user
  • Change requests.
  • Incident matrix and reports
  • Input to the problem management process
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