itil incident management
Post on 25-Jan-2015
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Incident Management
Restoring IT services to normal state
Minimizing impact on business
Maintaining the quality of service
Providing workarounds or solutions
Incident Management goal
Incident Workflow
Incident Management Example
Incident Detection
Detect the incident by classifying the request type as “Incident”
Incident Classification
Categorize the incident with Category, Sub-category and Item
Automated classification using Business Rules
When incoming incidents are more, use Business Rules for automated classification
Defining Impact, Urgency and Priority
Define the priority based on urgency and impact
Search for solutions or workarounds
Search for existing workarounds or solutions from Knowledgebase
Assigning to a specialized group
Refer the incident to a specialized group when the help desk technicians are unable to resolve it
Provide Resolution to the end-user
Make the incident resolution a part of knowledge-base
Close the incident with user confirmation
Close the incident after getting the confirmation from the end-user
Initiate a Problem request
Create a problem request from the incident if the issue requires further analysis and to find out the root cause
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