Definition of ITIL Incident Management
ITIL Incident Management is focused on rapid restoration of services with minimal impact to the business operations. The Incident Management process often relies upon temporary workarounds to ensure services are up and running while the underlying problems are investigated and permanent solutions are put in place. The process places more emphasis on restoring the ability to perform the service, than on fixing the underlying problem. Investigating the root causes and fixing the underlying problem is part of ITIL’s Problem Management process.
In most cases Incident Management process is owned and executed by the Service Desk.
ITIL Incident Management notification tends to come from users, but IT detection systems can also ring incident alarms. The details of the incident are recorded in the incident management system and gets categorized according to predefined criteria for the purpose of diagnosis and prioritization. Additional details regarding the incident are gathered and used along with tools such as the knowledge base to attempt resolution.
Incident service requests are formally managed through a staged process from inception to conclusion.
An incident is any event that is not part of the standard operation of an IT service that causes, or may cause, an interruption in, or a reduction of service. The goal of ITIL Incident Management is to restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintained.
The Service Desk will usually play the key role within the ITIL Incident Management process. They are typically the single point of contact, recording and monitoring the progress of Incidents as well retaining ownership of them throughout their lifecycle.
ServicePRO® supports ITIL Incident Management process to ensure that incidents result minimal business disruptions. It further aims to provide meaningful inputs to the Problem Management process that may follow.
ServicePRO® makes it easy for end users to report incidents by email or submit requests from ServicePRO® self-service portal. End user can monitor the status of incidents and receive notifications and communications (such as messages requesting further input) while the incident is being worked and resolved.
By allowing incidents to be classified and routed automatically or manually to a skill-based queue where they can be addressed by the first available technician with the required skill set, ServicePRO® helps keep the lid on disruptions caused by incidents. Business rules in ServicePRO® apply appropriate priority to incidents that could cause the most harm to the business operations.
ServicePRO® also enables end users and staff to report symptoms and conditions that may serve as input to the problem management process.
ServicePRO’s knowledge management process provides guidance and helps to expedite incident resolution.