ITSM Wiki - ITIL® Incident Management

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Incident Management

Best Practice according to ITIL^® and ISO 20000

Incident Management solves as fast as possible (at least according to the agreed service levels) all incidents and monitors the effectivity of the implemented solution.

Incident Management is in the classic lifecycle-view part of Service Operation.

In ITIL^® 4 Incident Management is part of Service Management Practices - Service Desk Practice and Incident Management Practice

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Processes of Incident Management in detail

Process in the ITSM Process Library		Expected process result

Organization of Incident Management		Creation and maintenance of the guidelines for the Incident Management
Incident Registration		Registration, documentation and categorization respective prioritizing of incidents and service requests and triggering of the further activities and the troubleshooting
Incident Resolution First Level		Immediate resolution of the incident as far as possible in agreed schedule, otherwise transfer to Second Level Support
Incident Resolution Second Level		Incident Resolution by specialists of the Second Level Support within agreed time frame, if necessary involvement of the Third Level Support (external IT Service Provider respective system supplier)
Incident Monitoring and Escalation		Escalation in case of troubles during incident resolutions
Major Incidents		Prioritized processing of grave incidents (Major Incidents) and involving the Problem Management if necessary
Incident Tracking and Closure		Ensuring the effectiveness of incident resolution and formal closing
User Information		Information of the users about known respective planned interruptions or disturbances of IT Services and the progress of incident resolution
Incident Reporting		Reporting and information provision about the incident occurrences

Service Desk Practice in ITIL^®4

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Incident Management Practice in ITIL^®4

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Main information flows and interfaces of Incident Management

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(Documents within information flows only visible in our reading access to the ITSM Process Library)

Responsible roles

Incident Manager

Performance indicators

KPIs of Incident Management

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