ITIL is set of IT practices and concepts that are primarily used for management of IT Technology, provision of IT services, IT development and all the IT operations.
This library gives us comprehensive details about a lot of IT practices, checklists to be taken care of, tasks and processes which can be needed by any IT organization to match up the business requirements. The library is published as a series, and every single book of it covers a topic on management. The library i.e. ITIL and ITL are trademarks which are registered with the UK’s office of governance that is commonly known as OGC in UK.
An Overview of ITIL library version 2
One of the two sets is service support.
The service support processes has one major function and that is service desk. As the name itself suggest it is functionality and not a process.
One of the first processes of the service desk is incident management.
What do you mean by an incident?
An incident can be defined as an event, which may not be a part of regular operations but, which if occurs can cause a lot of interruption or stoppages in the daily activity.
What is incident Management?
In real world, the meaning of incident management would be, the way service desk handles the daily queries.
What is the purpose of Incident Management?
The incident management needs to be in place in all the IT service desks to as to regain the normal operations as soon as possible in case of any stoppages, so that the business does not get affected in any way.
Who raises an incident?
The incidents in the organizations are generally raised by the end users who are using the services of the organization. However; it can also be detected via some other systems.
How does incident management relate to the other service desk processes?
- The details about escalation, figuring out the main problem area of errors, providing ready MIS and trends to incident management is done by problem management.
- The change management supports the incident management by letting them know about the change activity and giving them complete information about the implementation of changes.
- Configuration management works in tandem with incident management; it provides updates on the effect on IT systems and what is the current situation of customers of CIs
- The last one that is service level management helps the incident management team by giving them data based on the trends of incident responses and the time taken to resolve such incidents.
Few of the tasks of Incident Management are:
- It helps in tracking of incidents and recording the same.
- Classification of the incidents into different levels and accordingly provide support.
- To investigate the incident and figure out or diagnose what is the possible cause of it.
- To work until the incident has been resolved.
- Once resolved the incident needs to be closed.
In simple words the tasks of incident management own up the incidents, monitoring the same and communicating the same to different managements.
