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Section: Services Desk process.
Hi,
Incident Management according to ITIL V3 distinguishes between (Service Interruptions) and Service Requests (standard requests from users, e.g. password resets). Service Requests are no longer fulfilled by Incident Management; instead there is a new process called Request Fulfillment.
There is a dedicated process in ITIL V3 for dealing with emergencies. Furthermore a process interface was added between Event Management and Incident Management. Significant Events are triggering the creation of an Incident.
These are the ITIL Incident Management sub-processes and their process objectives (in brief):
Incident Management Support
Incident Logging and Categorization
Immediate Incident Resolution by 1st Level Support
Incident Resolution by 2nd Level Support
Handling of Major Incidents
Incident Monitoring and Escalation
Incident Closure and Evaluation
Pro-Active User Information
Incident Management Reporting
Yes, Throughout the lifecycle of an Incident, Incident Management is responsible for the ownership, monitoring, tracking and communication of Incidents. This will happen continuously at any of the above stages.
As with all of the ITIL disciplines none of them are stand alone, they inter-link with each other and Incident Management is no exception. The ITIL Service Desk will usually play the key role within the Incident Management process. They are typically the single point of contact, recording and monitoring the progress of Incidents as well retaining ownership of them throughout their lifecycle.
There is also a close link with ITIL Problem Management. Where the root cause of an Incident is unknown a Problem record will be raised if further investigation is required. Where the root cause is known, the Problem becomes a Known Error and will often require a request for change (RFC) to be raised to rectify the issue, via ITIL Change Management. The Incident, Problem and Change lifecycle is a logical flow from error to resolution.