What is the incident management process?
Incident management is an IT Service Management (ITSM) process area that is focused on restoring normal service operation as quickly as possible and minimizing the impact of disruption on business operations. It is typically executed as a sequential process.
In order to increase IT efficiency, IT service management can help with:
Incident detection and recording
Identifying that an incident has occurred and capturing it in the incident management system. This may be done through automated monitoring systems or by a user contacting a helpdesk for support.
Incident reporting and communication
Reporting and communication begin at the time an incident is identified to acknowledge to the user or community that a disruption is taking place and investigation is in progress.
Priority Classification and initial support
Impact and urgency assessments guide the assignment of priority and severity classifications that are used to determine the level of support to be provided.
Investigation and analysis
Issue diagnosis and troubleshooting help to isolate symptoms from underlying causes and identify the relationship between the incident and changes in the environment or known issues.
Resolution and record
Resolving incidents typically involves some sort of support action (making a change, rebooting a resource, etc). Resolving an incident also includes documenting analysis findings and steps taken to restore service.
Closing an incident involves communication with the user/community, updating support documentation and initiating problem management processes (if necessary)