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Incident Management


Best Practice according to ITIL® and ISO 20000


Incident Management solves as fast as possible (at least according to the agreed service levels) all incidents and monitors the effectivity of the implemented solution.


Incident Management is part of Service Operation


Processes of ITSM Incident Management in detail


Process in the ITSM Process Library   Expected process result
Organization of Incident Management   Creation and maintenance of the guidelines for the Incident Management
Incident Registration   Registration, documentation and categorization respective prioritizing of incidents and service requests and triggering of the further activities and the troubleshooting
Incident Resolution First Level   Immediate resolution of the incident as far as possible in agreed schedule, otherwise transfer to Second Level Support
Incident Resolution Second Level   Incident Resolution by specialists of the Second Level Support within agreed time frame, if necessary involvement of the Third Level Support (external IT Service Provider respective system supplier)
Incident Monitoring and Escalation   Escalation in case of troubles during incident resolutions
Major Incidents   Prioritized processing of grave incidents (Major Incidents) and involving the Problem Management if necessary
Incident Tracking and Closure   Ensuring the effectiveness of incident resolution and formal closing
User Information   Information of the users about known respective planned interruptions or disturbances of IT Services and the progress of incident resolution
Incident Reporting   Reporting and information provision about the incident occurrences

Main information flows and interfaces of ITSM Incident Management

Main information flows and interfaces of ITSM Incident Management according to ITIL® and ISO 20000

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(Documents within information flows only visible in our ITSM Process Collections)


Responsible roles of Incident Management

Incident Manager


Performance indicators of Incident Management

KPIs of Incident Management

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Last update 2023-05-30