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:
Benefits of implementing Incident Management processes include:
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: