Incident Management Ensuring that all deviations from the specified

Incident Management Ensuring that all deviations from the specified service levels are registered and that normal service is resumed as soon as possible

What’s involved Registering incidents reported by users – Helpdesk Registering incidents reported automatically Distributing incidents to experts Initiation of research into problem Resolving incident Informing users of status Management information

Helpdesk Often incident management is done purely by the “helpdesk” It is the place where all users register their incidents The helpdesk supply general help to users The helpdesk keeps the users informed about the status of incidents.

Results Standard (Higher) quality of service Possible cost reduction Higher productivity of support staff Less incidents Shorter time to solution Pro-active Centralized knowledge of services

Problem areas Direct contact user specialists without registering incident with helpdesk. Managers calling managers to get things done. Users and ICT staff accepting this working practice.

Relations with other processes Problem management Change management Configuration management Service level management

Concepts/Terminology Incident – Any apparent deviation from the expected service levels Problem – Underlying cause of incidents Known error – A well defined problem that will not be solved