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Friday, March 16, 2012

Introduction to Incident Management

Incident Management is the Process for dealing with all Incidents. These may be Incidents where service is being disrupted or Incidents where service has not yet been disrupted.

The value of Incident Management to the business is that resources are allocated to minimizing and mitigating the impact of Incidents and service unavailability in line with business priorities. Lower levels of Incidents and quicker resolution times will enable the services to run as intended.

During the handling of Incidents, the Service Desk may be able to identify improvements in both business and technical processes. The Service Desk often has a unique position within organizations in that its staff can take a holistic view of how the organization operates, allowing good practice to be propagated and bad practice to be eradicated.

The main goal of the Incident Management process is to restore normal service operation as quickly as possible and to minimize the adverse impact on business operations.

Before we go any further about Incident Management, let us look at the official definition of an Incident.

An Incident is an unplanned interruption to an IT service or reduction in the quality of an IT service. Failure of a Configuration Item that has not yet impacted service is also an Incident.

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