Incident Management

Restoring IT services to normal state

Minimizing impact on business

Maintaining the quality of service

Providing workarounds or solutions

Incident Management goal

Incident Workflow

Incident Management Example

Incident Detection

Detect the incident by classifying the request type as “Incident”

Incident Classification

Categorize the incident with Category, Sub-category and Item

Automated classification using Business Rules

When incoming incidents are more, use Business Rules for automated classification

Defining Impact, Urgency and Priority

Define the priority based on urgency and impact

Search for solutions or workarounds

Search for existing workarounds or solutions from Knowledgebase

Assigning to a specialized group

Refer the incident to a specialized group when the help desk technicians are unable to resolve it

Provide Resolution to the end-user

Make the incident resolution a part of knowledge-base

Close the incident with user confirmation

Close the incident after getting the confirmation from the end-user

Initiate a Problem request

Create a problem request from the incident if the issue requires further analysis and to find out the root cause

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