Mission of Incident Management process is to restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring the best possible levels of service and availability are maintained. Definition of an incident is very simple: incident is an event which is not part of the standard operation of a service. Incident causes or may cause an interruption to the quality of that serice.
The main objectives of Incident Management are:
- Ensure best use of resources to support the organization during service failures
- to log and track all incidents (via Service Desk)
- to maintain meaningful records
- to deal with incidents consistently
Incidents always have priority. The priority is calculated in the following way: Priority = Impact + Urgency
Impact is overall effect on the business and is always defined in Service Level Agreement (SLA). Uregncy defines speed needed to resolve incident. Priority is usefull to sequence of dealing with evnts. Also shouldn't be assigned by the user, rater decided outside the Service Desk.
A problem is another keyword related to Incident Management process. A problem is the unknow underlying casue of one or more incidents. A problem in Incident Management process is a bridge to the Problem Management. A known error is an incident or problem for which the root cause is known and for which a temporary workaround or permanent alternative has been identified. If the root cause is identified, we have a know error to deal with.
source: ITIL Resources
published: 2008-07-02 14:11:21