ITIL ® Incident Management

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The primary aim of Incident Management is to minimise disruption to the business and to restore service operation as quickly as possible whilst adhering to agreed levels of service. Incident Management relies heavily on the configuration of an organisation’s CMDB (Configuration Management Database) and its effectiveness is often significantly greater when combined with the other ITIL processes; Problem Management and Change Management.

Incident Management is often the first ITIL process to be implemented within the service desk environment and its benefits are visible almost immediately.

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Through centralised information logging breakdowns in communication are greatly reduced or eliminated. SupportDesk provides a number of techniques to facilitate and quicken the process of raising Incidents, recording details and assigning Incidents to the appropriate person or team.

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Service Desk staff can use Windows™, Web or Mobile clients to capture Incident details.
Incidents can be created automatically from incoming e-mails and through web forms, which are available to capture Incident details from end-users.

Predefined Templates allow for the rapid capture of commonly occurring Incidents. This ensures that Incidents that might not always be recorded are captured for analysis and reporting about the support activities that are taking place.

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User Definable Fields increase the accuracy and completeness of information captured by prompting Customers and Service Desk staff for key or pertinent information based on the Incident category. Working in this way, Incident and Problem management staff can be assured that they are working.

Automatic matching identifies related Incidents, Problems and Known Errors ensuring that Incidents are managed efficiently and by the right person or team using Skill Based Routing to optimise that allocation of Incidents to Support Desk staff.

Automatic notifications to Support Specialists and Customers throughout the Incident life cycle improves customer satisfaction, and the use of Custom Resolution Codes supports trend analysis and development of proactive support measures, which further improve satisfaction.

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ITIL Problem Management >>>