Incident Management

What Is Incident Management ?

Any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service. An unwanted interruption to an IT Service or a reduction in the Quality of an IT Service. Failure of a Configuration Item that has not yet impacted Service is also an Incident.

Incident Management objective

The primary Objective of Incident Management is to restore normal service operation ,within service level agreement limit as quickly as possible after an incident has occurred to that service and minimize the adverse impact on business operation.

Goal of Incident Management
a) Restore the service as quickly as possible
b) Minimum disruption of User’s Work
c) Management of Incident during its entire lifecycle
c) Support of Operational activities.

Benefit – ICPL Competent Team helps in

a) Reduced business impact of incidents by timely resolution.
b) Proactive identification of possible enhancements
c) Management information related to business focused SLA,
d) Improved Monitoring
e) Management Information related to aspects of service,
f) Better staff utilization-no more interruption based handling of Incidents.
g) Elimination of lost incidents and service request,
h) Accurate CMDB information,
i) Better user/ customer satisfaction.