The main objective in incident management is to detect any
anomaly in the normal operation of information systems, increase the knowledge
base by correctly entering and classifying incidents and reporting it to the
area with the necessary capabilities. to solve the problem detected complying
with the service agreements ( SLAs ) applicable to each case lifebloombeauty.
Although the concept of incident is generally associated
with the malfunction of a piece of hardware or software, ITIL defines it as:
"Any event that is not part of the standard operation
of a service and that causes, or may cause, an interruption or a reduction in
quality of the same futuretechexpert"
This definition implies that the incidence includes not only
system anomalies but also requests such as the request for new licenses or
changes in the management of the permissions stored in the active directory
that modify the standard operation of the different modules.
Proper management of incidents brings the following
benefits:
1. Greater
control in monitoring the service.
2. Increase
in user productivity by reducing service unavailability times.
3. Monitoring
of compliance with the agreed SLAs.
4. Optimization
of the resources destined to the support of the service.
5. A
comprehensive and well-structured knowledge base that allows you to quickly
identify the actions to take when restoring a service.
As a consequence of all this, it is possible to improve the
quality of the service offered to the user, increasing their satisfaction naturalbeautytrends.
The incident management lifecycle includes four fundamental
steps:
Record: the first
step necessary for a correct management of incidents is to register them in the
system. The origin of the incidents is diverse, being able to be communicated
both directly by the end user and by automatic alerts implemented in the
service itself. It must be verified that the incident is not previously
registered in the system since it is not uncommon for different users to alert
in a short time the same incident. The incident must be registered under a
unique identification number that will be provided to the communicator of the
same for subsequent monitoring. The basic information to include at this point
is that referred to the communicator of the incident, the time, the affected
services and a description of the problem identified. What's more, All
information that may facilitate the closure of the incident will be included,
both that provided by the communicator and the information available in the
knowledge database. Finally, if the incident may be affecting other users, it
is recommended to notify them so that they know the status of the service and
there is no spike in calls to the incident management center techsmartinfo.
1. Classification
: involves the stages of categorization, prioritization and allocation of
resources. The incident is assigned to a category based on the type of
incident, the affected services and the team responsible for its resolution.
The priority will depend on the impact that the unavailability of the service
has on the business. If the first level is not able to resolve the incident, it
will assign it to the resources that can close it. Finally, a status is
associated with the record and the resolution time is estimated taking into
account the agreed SLAs for the service and the assigned priority smarttechpros.
2. Diagnosis
: initially, the existing knowledge base is consulted to find references on
similar incidents that have been resolved in the past. If the registry is not
closed, the established escalation protocol must be followed. It is necessary
to update all the information available on the incident in each of the states
through which it passes, so that those involved in the resolution can have all
the updated detail.
3. Resolution
: once the incident has been resolved, the user's confirmation of the correct functioning
of the service must be collected. The knowledge base will be updated to
facilitate the closure of a similar incident in the future, the incident will
be reclassified if necessary, and it will be closed.
Incident management KPIs
As defined by IT-processmap , a company specializing in ITIL
services, and the ITIL books themselves, below are examples of KPIs that can
help when evaluating performance in the different stages that, as indicated In
the previous section, they define the incident management process.
