INCIDENT MANAGEMENT

BRIEF
 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.

 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.
 Inputs to Incident Management
Logging details
CMDB
Known error outputs
Resolution from other incidents
response to rfc

 Outputs from Incident Management

Resolving incident
Update record and call log
Work around methods
Communication to user
RFC
Reports
Inputs to Problem management
 Steps for Incident Management Process

Incident Logging

Incident Categorization

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Prioritization

Initial Diagnosis

Investigation and Diagnosis

Resolution and Recovery

Resolution and Recovery