![]() If so, the issue can be closed, else the service desk personnel should check whether it is a recurring problem or not. Rather than closing out an incident, the service desk personnel need to ensure with the end-user whether the incident was handled acceptably or not. ![]() An incident having high impact and high urgency should be worked on before something with low impact and low urgency. An incident priority is determined by its influence on the users and its urgency on the business. Incident prioritization is an essential part of the incident management process as it helps you to determine how best to prioritize any issue. The process makes it easier for the service desk team to track and identify the incidents and prevent them accordingly. It allows some of the issues to be automatically prioritized. The process helps the team to sort out and model the incidents more easily based on their categories. Once you have logged the ticket, the issue needs to be classified to determine how actually the issue has to be handled. Ideally, the incident logging process would comprise prioritization, categorization, and other steps followed by the service desk. The ticket should contain information such as the user’s name, contact details, incident description, and other related details. Incident LoggingĪfter identifying the issue, the service desk logs the incident as a ticket. In the case of requests, they are categorized and handled more diversely than incidents, and they fall under request fulfillment. The service desk decides whether the issue is strictly an incident or just a request. The incident comes from the users in whatever form the enterprise allows. The main process steps involved in incident management: To ensure your IT support team is competent, implement a structured process flow from reporting the incident to resolving the issue. Incident management plays a vital role in the day-to-day processes of an organization to encourage efficient workflow and deliver the best results for providers and customers. ![]() ![]() Thus, having a structured service desk enables support staff to handle all issues promptly, gather IT data, and support problem management in an efficient way. It means the staff might handle low-priority incidents overlooking high-priority incidents. Without the availability of a service desk, users will have to contact support staff without prioritization. The service desk is the single point of contact for the users to report any incidents. Various functions are involved in incident management and the most important one is the service desk. A problem that ranks high on an impact and urgency basis is given a high priority as it can affect the functioning of an enterprise. So, it should be ranked on a priority basis from high, medium, and low priority assigned on the basis of the impact caused by its urgency or interruption. Since several incidents can occur, it is impractical to solve all of them simultaneously. Even if a similar incident occurs multiple times, then a record of the problem should be made. Though certain operations fail to resolve or configure to normal operations, they are considered an incident. It is the main component of ITIL service support. When an incident occurs, the major goal of the management is to get the service restored to a normal level of operation within agreed service level agreements. ITIL defines the incident as “An unplanned interruption to a service, or the failure of a component of a service that hasn’t yet impacted service.” In this article, we will discuss ITIL incident management and its associated process, roles, and responsibilities to understand efficient IT service management practices. Incident management is the initial step embraced by most enterprises for achieving a speedy recovery. Business always targets uninterrupted services to accomplish greater proficiency and productivity.
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