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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.

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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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