ITIL incident

Incident management in the enterprise environment

The process of incident management in the enterprise has been around for a long time. Its roots are in the IT service management (ITSM) and IT information technology (IT/IT-ES) communities. Today, incident management plays a vital role in the day-to-day operations of organizations large and small. Its components include:

• Incident management support
• Incident identification
• Incident logging
• Incident categorization
• Incident prioritization
• Incident response
• Incident resolution
• Incident closure
• Communication between end user and provider of service incident management and analyses management

Incident model

The incident model is a vital tool for incident management. Its goal is to provide a framework for managing the incident spectrum, from low-priority to high-priority. Models help reduce risk and maximize productivity. Here are the top ways using incident management to your business benefit:

1. Reduce incident count

One of the most effective ways to reduce your incident count is to implement clear processes for managing incidents. By having clear processes for managing incidents, you can ensure they don’t recur and also ensure the quality of service you deliver is unimpaired.

2. Create better problem management

One of the most effective ways to improve your business‘ problem management is by incorporating problem management into your day-to-day operations. Problem management is when incidents are handled in a structured and effective way, improving your ability to identify and resolve them quickly.

Problem management is typically multi-disciplinary and involves the following:

• Service desk personnel
• Technical staff
• Area managers – IT experts & managers
• Incident management
• Incident management support
• Incident management escalation
• Incident management planning
• Incident management escalation
• Incident risk management
• Incident knowledge management
• Incident risk management reporting
• Incident management reminders
• Technical documents

The incident model helps you understand the dynamics of incidents in your organization. It also helps you identify the types of changes needed to take place to improve performance.

Using incident management to improve performance

Incident categorization is typically multi-level and involves three to four levels of hierarchical granularity. Incident categorization involves assigning a category and at least one subcategory to the incident. Incident categorization involves assigning a priority to the incident. For example, an incident might be classified with a priority of zero. When an incident is categorized as network-related, the incident is handled as a network outage and, if the incident is serious enough, a network outage is declared a problem. Incident categorization involves reporting back to the service desk its categorization as a problem and also completing the appropriate steps to diagnose the incident. Incident categorization usually involves and is done …

• for major incidents
• for minor incidents
• for audits
• for quality control
• for incident reporting
• for incident categorization
• for incident prioritization

Rankings in management are based on the number of outstanding incidents (for example, number of inquiries, lost or stolen devices).
Learn how to do successful incident management for benefits like better security management, and better general / other IT systems and network management.