Incident Management is the process for handling all incidents; this can include failures, degradation of service or questions reported by users, by technical staff, or automatically detected and reported by event monitoring tools.
The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on ITS business operations.
More information on Incident Management
Incident Management Process
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Process Flow Description
The major steps of the Incident Management process include:
- The Incident, Service Request, or Event can be detected through various means (end users, monitoring, or self discovery) but must ultimately be recorded as an Incident in ITSM.
- Incident Registration includes capturing a short description for Incident Notes and Summary, the end user’s uniqname, and contact information verified as current and accurate.
- The Incident priority is calculated based on a combination of Impact and Urgency indicators.
- It is classified based on Service Type and Service Catalog values selected.
Research and Assign Incident
- The Incident is reviewed against others to determine if there is a similar Incident already entered in ITSM, a circumstance that may indicate a larger issue.
- Associated Knowledge Management (KM) documents are reviewed.
- The Incident is marked as related to existing Incident, Problem, or Known Error records when appropriate.
- If an answer is not found, the Incident is assigned to the appropriate Support Group for Investigation and Diagnosis.
Handle Service Request
A Service Request occurs when any ITS staff member is contacted, usually through the Service Center, for support that is related to a user’s need for information; but it is not about a failure in the IT infrastructure. A user may ask a "How do I . . ." question. They might also make a Service Enhancement Request, which becomes a Change request.
Investigate and Diagnose Incident
ITS staff actively engage to investigate and diagnose an Incident and to find a resolution.
- It may be determined, at some point, the Incident needs to be re-assigned to a different Support Group for additional assistance.
- Staff investigating might realize there is a need to understand why the issue happened to avoid future occurrences. In this case, they will generate a Problem record from within the Incident record so that a root-cause analysis is conducted.
- ITS staff obtain any necessary approvals and execute the resolution. Sometimes various testing or confirmation must occur to ensure the Incident is resolved.
- If a Change or Problem investigation is needed to help resolve an Incident, those records must be generated from within the Incident record.
- The steps taken to resolve the Incident must be clearly documented and a resolution classification determined. Resolution also includes capturing the specific business service, hardware, software, or infrastructure service that was associated with the cause of the Incident.
- It is appropriate to create a Knowledge document if information is discovered that would be useful to others who may need to address a similar Incident in the future.
- As a final part of the resolution stage, staff reach out to the end user to confirm the Incident is resolved to their satisfaction.
- At ITS, an Incident is closed when a resolution or workaround is found, implemented, and confirmed to be working. For a Service Request to be closed, it is expected the end user indicates being satisfied with the support they received and/or their Service Enhancement Request has been considered.
- A second part of this activity is to ensure that all Incidents are updated and any required communication is complete.
Learn more about the process in the Incident Management Detailed Flow Description.
Incident Management Process Manager Information
The Incident Management Process Manager is responsible for designing the Incident Management process and defining process metrics for the organization.
The ITS Incident Management Process Manager is Lisa Callihan (firstname.lastname@example.org)