Incident management is reactive
- Recorded, classified, allocated
- Progress monitored
- Resolved and closed
Service Desk is focal point (where incident get report). Any event not part of standard service operation which causes/may cause interruption to or reduction in quality of service.
## Goals
- Return to normal service level as soon as possible
- Smallest possible impact on bussiness activity
- Incident Management needs to keep effective records of incidents
## Role & Responsibilities
Incident Manager responsible for
- Monitoring effectiveness and efficiency of process
- Controlling work of support groups
- Identifying missing links in the process
- Making recommendation for improvement
- Identifying trends
- Developing/maintaining Incident Management System
- Identifying conflicts with SLAs(Service Level)
## Incident Management Process Summary
### Input
- Incident
- Report
- Sources
- Service Desk
- Operations
- Networking
- Customer
- Users
### Action Steps
- Detection & Recording
- Classification & 1st Line Support
- Matching
- Investigation & Diagnosis
- Resolution & Recovery
- Incident closure
### Output
- Workarounds
- Resolution
- Information