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ITSM Incident Management

hive_module_itsm

(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

Incident alert
po ITSM Configuration Management provides information about related objects (software, hardware, machines, etc.)

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:

Service Management provides functionality for incident management.
po ITSM Configuration Management provides information about related objects (software, hardware, machines, etc.)
Workflow package allows to associate a specific workflow for incidents.

Process Performance Indicators

Time business operations had been interrupted
Processing time of incident

References to this Page: en:module_itsm, en:list_processes, en:integration_nagios, en:integration_sourceforge Categories: Processes (Contents)