ITIL Incident Management

    ITIL Service Support

    WHAT IS IT?

    Incident Management (IM) is one of the components in the ITIL Service Support area. The primary focus of IM is to restore services following an incident as quickly as possible. IM is primarily a reactive process; its processes provide guidance on diagnostic and escalation procedures required to quickly restore services.

    Incident Management activities include:

    • Detecting and recording incident details
    • Matching incidents against known problems
    • Resolving incidents as quickly as possible
    • Prioritizing incidents in terms of impact and urgency
    • Escalating incidents to other teams as appropriate to ensure timely resolution

    WHY SHOULD I IMPLEMENT INCIDENT MANAGEMENT?

    Benefits of implementing Incident Management processes include:

    • Maintaining service levels
    • Meeting service availability requirements
    • Increasing staff efficiency and productivity
    • Improving user satisfaction

    TEAMQUEST ADDRESSES ITIL INCIDENT MANAGEMENT

    TeamQuest directly supports ITIL Incident Management processes by gathering real-time and historical performance data and providing analysis tools that speed restoration.

    TeamQuest Analyzer monitors activity throughout the data center and watches for incidents and issues that could impact services. Once an incident is detected, related performance information and user activity can be analyzed for rapid root cause drill down.

    TeamQuest Surveyor automates the production and distribution of incident reports. It facilitates embedding local expertise in reports that are appropriately formatted for different audiences.

    TeamQuest software supports Incident Management by:

    • Gathering historical and real-time performance data
    • Identifying performance bottlenecks
    • Speeding restoration by easily drilling down to pinpoint the causes of incidents
    • Minimizing the number of incidents by alerting IT staff to impending issues before they impact users