Part of the Service Operation lifecycle, Incident Management manages the lifecycle of all Incidents. The objective of the process is to ensure that normal service operation is restored as quickly as possible and the business impact is minimized.
At a very high level, the Incident Management process includes eight process activities:
- Identification – Incidents are detected and reported.
- Logging – All relevant information relating to the nature of the Incident must be documented.
- Categorization & Prioritization – Incidents are categorized and prioritized to facilitate a swift and effective resolution.
- Initial Diagnosis – A diagnosis is carried out to try to discover the full symptoms of the incident.
- Escalation – When the Service Desk cannot resolve the incident, the incident is escalated for further support (functional escalation). If incidents are more serious, the appropriate IT managers must be notified (hierarchic escalation).
- Investigation & Diagnosis – When there is no known solution, the incident is investigated.
- Resolution & Recovery – Once the solution has been found, the issue can be resolved.
- Incident Closure – The Service Desk confirms that the incident is fully resolved and that the user is satisfied and then the incident can be closed.
If the customer can work, the Incident can be resolved. – Anonymous