ITIL Incident Management
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:
Why should I implement Incident Management?Benefits of implementing Incident Management processes include:
TeamQuest Addresses ITIL Incident ManagementTeamQuest directly supports ITIL Incident Management processes by gathering real-time and historical performance data and providing analysis tools that speed restoration. TeamQuest Alert monitors activity throughout the data center and watches for incidents and issues that could impact services. It automatically evaluates server and application performance based on built-in rules of thumb, and displays text and color performance indicators. Once an incident is detected, related performance information and user activity can be accessed for rapid top-down analysis. TeamQuest IT Service Reporter automates the production and distribution of incident reports via the Web or in PDF or Excel formats. It provides near real time and historical reports that you can customize for different audiences. You can select appropriate charts and graphs, organize and annotate them, add a corporate logo, and arrange it all with appropriate explanations and labeling. TeamQuest software supports Incident Management by:
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