ITIL – Service Operation – Incident Management
An incident is an unplanned interruption to an IT service, or a reduction in the quality of an IT service. Failure of a configuration item that has not yet impacted service is also an incident.
The purpose of Incident Management is to restore normal service as quickly as possible, and to minimize the adverse impact on business operations.
Incidents are often detected by event management, or by users contacting the service desk. Incidents are categorized to identify who should work on them and for trend analysis, and they are prioritized according to urgency and business impact.
If an incident cannot be resolved quickly, it may be escalated. Functional escalation passes the incident to a technical support team with appropriate skills; hierarchical escalation engages appropriate levels of management.
After the incident has been investigated and diagnosed, and the resolution has been tested, the Service Desk should ensure that the user is satisfied before the incident is closed.
An Incident Management tool is essential for recording and managing incident information.