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