Incident Management

A disruption in normal or standard business operation that affects the quality of serviceGoal: restore normal service as quickly as possible and minimize the adverse effect on business operation

Incident Activities

Detection & Report

Classification & support

Investigation & diagnosis

Resolution & recovery

Monitoring, tracking and communication

Incident Closure

Service Request

Escalate

Service Desk Function

SPOC - Single Point of Contact

Record and resolve incidents

Provide work-around, escalate if not resolved

Produce incident reports

Keep users and customers informed of progress

Responsible for incident life cycle

End Users

Service Support

Service Desk

Incident Management

Change Management

Release Management

Configuration Management

ProblemManagement

Problem Management

A problem is an unknown underlying cause of an error or failure in the IT infrastructure

Known error - incidents or problems that the underlying cause is known (root cause) and a temporary work-around or alternative fix has been identified

Goal:

Minimize the impact of incidents caused by errors

Reduce recurrence of incidents due to these errors

Error in

Infrastructure

Incidents Problems Known Error RFCSolutions