Incident management (ITSM)

Incident management (IM) is an IT service management (ITSM) process area.[1] ISO 20000 defines the objective of Incident management (part 1, 8.2) as: To restore agreed service to the business as soon as possible or to respond to service requests.[2]

For the emergency response, see Incident management.

Definition

ITIL 2011 defines an incident as:

an unplanned interruption to an IT service or reduction in the quality of an IT service or a failure of a Configuration Item that has not yet impacted an IT service (for example failure of one disk from a mirror set).[3]

The ITIL incident management process ensures that normal service operation is restored as quickly as possible and the business impact is minimized. ITIL Service Operation. AXELOS. ISBN 978-0113310463.

Incidents, problems and known errors

Incidents may match with existing 'problems' (without a known root cause) or 'known errors' (with a known root cause) under the control of problem management and registered in the known-error database ( KeDB ). Where existing workarounds have been developed, it is suggested that referencing these will allow the service desk to provide a quick first-line fix. When an incident is not the result of a problem or known error, it may be either an isolated or individual occurrence or may (once the initial issue has been addressed) require that the problem management process become involved, possibly resulting in a new problem record being raised and registered for future reference.

The main challenges and cause for problems in the Incident management are:

  1. Constantly increasing Alert and Event Noise
  2. Complex and Lengthy IT Problem Resolution Process
  3. Inability to effectively predict and prevent IT service degradations or outages[4]

Bibliography
  • Bruton, Noel, How to Manage the IT Helpdesk — A Guide for User Support and Call Center Managers. ISBN 0-7506-4901-1.

References
  1. "Incident management is now a necessity for the enterprise".
  2. "The BPM-D Application". Gov.UK Digital Marketplace.
  3. ITIL Service Operation. United Kingdom: The Stationery Office. 2011. ISBN 9780113313075.
  4. "Why automatic context enrichment for alert and incident management is critical for operations?".
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