Incident%20Management

1
Incident Management

• Ensuring that all deviations from the specified
  service levels are registered and that normal
  service is resumed as soon as possible

2
Whats involved

• Registering incidents reported by users
• Helpdesk
• Registering incidents reported automatically
• Distributing incidents to experts
• Initiation of research into problem
• Resolving incident
• Informing users of status
• Management information

3
Helpdesk

• Often incident management is done purely by the
  helpdesk
• It is the place where all users register their
  incidents
• The helpdesk supply general help to users
• The helpdesk keeps the users informed about the
  status of incidents.

4
Results

• Standard (Higher) quality of service
• Possible cost reduction
• Higher productivity of support staff
• Less incidents
• Shorter time to solution
• Pro-active
• Centralized knowledge of services

5
Problem areas

• Direct contact user ? specialists without
  registering incident with helpdesk.
• Managers calling managers to get things done.
• Users and ICT staff accepting this working
  practice.

6
Relations with other processes

• Problem management
• Change management
• Configuration management
• Service level management

7
Concepts/Terminology

• Incident
• Any apparent deviation from the expected service
  levels
• Problem
• Underlying cause of incidents
• Known error
• A well defined problem that will not be solved