According to ITIL terminology Incident is described
as an unplanned interruption. Incident management as the name suggest is the process accountable for managing the lifecycle of all incidents. Incidents can be identified by technical staff, reported and detected by event monitoring tools, communications from users (usually through a telephone call to the service desk), or reported by third-party suppliers and partners. Purpose
Purpose of incident management is to
reinstate normal service operation as fast as possible and mitigate the negative impact on business operations, thus making sure that agreed levels of service quality are maintained. An operational state where CIs and services are performing within their agreed service and operational levels is called as Normal service operation Objectives
Main objectives of incident management process are as
under: Make sure that standardized procedures and methods are used for prompt and efficient response, documentation, analysis, reporting of incidents and ongoing management Communication and visibility of incidents should be improved. Improve business perception of IT with the help of a professional approach so that incidents will be resolved and reported quickly Line up incident management activities and priorities them accordingly Enhance and maintain the user satisfaction without losing the quality of IT services Scope Incident management includes any event which disrupts, or something which is capable of causing a disruption to the service. This includes events which are communicated directly by users, through an interface from event management to incident management tools or either through the service desk. Value of incident management:
Ability to mitigate the risk of unplanned costs and
labor for both the business and IT support staff caused by incidents Ability to resolve and detect incidents which in turn results in lower downtime to the business, which means increased availability of the service. Ability to line up IT activity to real-time business priorities Ability to identify the potential areas of improvements. Policies
Incidents and their status must be reported
timely and effectively. Incidents resolution should be within the TIMEFRAMES ACCEPTABLE TO BUSINESS. Maintaining Customer satisfaction is very important. Incident handling and processing should be in line with overall service levels and objectives Principles and Basic concepts
There are some basic things that need to be taken care of
when considering incident management. Timescales Timescales should be agreed upon for all incident handling stages, based upon the overall incident response and the resolution targets within SLAs Incident models Many incidents are not new; there are some incidents which happen recurrently. For this reason, many organizations find it very helpful to predefine standard incident models, so that they can be referred at times when needed and apply them according to incidents when they occur. Policies(cont..)
All incidents should be managed and stored in
a single management system. All incidents should subscribe to a standard classification schema which is consistent across the business enterprise. All Incident records should be audited on regular intervals to ensure that entries are categorized correctly