Incident management process :- Logging,recording and resolving incidents

Aim :- Incident management is the practice to resolve incidents and return IT

services back to normal operations as quickly as possible, through temporary
workaround or permanent solution if possible.
Reduce incoming flow of tickets.

Problem mangement :- aims at permanent resolution, detection of underlying cause

for incidents, prevention of incidents.

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Incident management benefits :-

Better service quality.

better service availability.
reduction of incidents.
knowledge of changes made in configuration are recorded, making easier
identification of incidents.
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Inputs to Incident Management :-

- Logging details
- CMDB
- Known error outputs
- Resolution from other incidents
- response to rfc

Outpus from Incident Management :-

- Resolving incident
- Update record and call log
- Work around methods
- Communication to user
- RFC
- Reports
- Inputs to Problem management

Activities of Incident Management :-

- detecting and recording
- initial user support by spoc (service desk)
- investigate and diagnosis
- resolution and recovery of service
- incident closure
- incident ownership,monitoring and communication

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Stages in Incident Management :-
Identifying Incident
Incident Logging
Incident Categorization
Incident Prioritization
Initial Diagnosis
Investigation and Diagnosis
Resolution and Recovery
Incident Closure

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