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ITSM Incident Management

SLA Management (ITSM/ITIL) Help Desk/ Service Desk Configuration Manageent (ITSM/ITIL) Release Management (ITSM/ITIL) Customer Portal Change Management (ITSM/ITIL) Problem Management (ITSM/ITIL) Incident Management (ITSM/ITIL) ITSM Module

(Please click on the hexagons for more information)


The goal of Incident Management is to restore a normal service operation as quickly as possible after an incidence interrupted business operations. 

Process Activities

  • User creates incident ticket
  • Infrastructure monitoring system creates ticket
  • Dispatcher classifies ticket and determines level of importance
  • Person in charge diagnoses, investigate and resolves request
  • Person in charge consults and updates knowledge base
  • Person in charge closes ticket and informs dispatcher and initiator
  • Initiator provides feedback about service quality 

Process Input


Process Output 

  • Processed tickets
  • Financial information about tickets and SLAs (Service Level Agreements).
  • Financial information about the service delivery process
  • Updated knowledge base

 

Process Support by ]po[

 The following ]po[ packages provide support for this process:

  

Process Performance Indicators

  • Time business operations had been interrupted 
  • Processing time of incident

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