![]() 1) shows the key information flows and interfaces of the process. The overview diagram of ' ITIL Incident Management' (fig. Configuration Management provides data used to identify Incidents and link them to particular Configuration Items.Change Management may be invoked from Incident Management if a Change is needed to resolve an Incident.Problem Management uses data collected during Incident resolution for Problem identification. Problem Management provides information to the Incident Management process, such as Workarounds and Known Errors.Event Management may raise an Incident Record if monitoring systems identify a condition that requires a response.Incident Management interfaces with a number of other ITIL processes: Any new Problems, Workarounds or Known Errors identified during Incident resolution should be forwarded to the Problem Management process. This includes verifying that the users are satisfied and ensuring that the Incident Record is fully documented (see Incident Closure and Evaluation). Once Incidents are resolved, 1st Level Support will formally close them. Major Incidents typically require a temporary Major Incident Team to identify and implement the resolution. ITIL defines a special process for dealing with Major Incidents (emergencies that affect business-critical services and require immediate attention). If required, 2nd Level Support may in turn involve external parties such as suppliers and vendors (in ITIL referred to as "3rd Level Support"). If 1st Level Support is unable to resolve an Incident, it must be escalated to an appropriate specialist support group in 2nd Level Support ("functional escalation"). For other Incidents, 1st Level Support will try to diagnose and resolve the issue, typically using information from a knowledge base or pre-defined Incident Models. Organizations should use automated resolution tools and provide support portals with self-help information so users can resolve simple Incidents themselves. If possible, Incidents should be matched to other Incidents, Problems and Known Errors. Initial categorization and prioritization of Incidents is a critical step for determining how the Incident will be handled and how much time is available for its resolution (see checklist Incident Prioritization Guideline). The Incident Management process can be triggered in various ways: A user, customer or supplier may report an issue, technical staff may notice a (potential or actual) failure, or an Incident may be raised automatically by an event monitoring system.Īll Incidents should be logged as Incident Records, where their status can be tracked, and a complete historical record maintained. Service interruptions are handled through Incident Management, and Service Requests through Request Fulfilment. ITIL distinguishes between Incidents (service interruptions) and Service Requests (customer or user requests that do not represent a service disruption, such as a password reset). The YaSM service management model includes a process for managing incidents that is a good starting point for organizations that wish to adopt ITIL 4. In our YaSM Service Management Wiki we describe a leaner set of 19 service management processes that are more in tune with ITIL 4 and its focus on simplicity and "just enough process". Since the processes defined in ITIL V3 have not been invalidated with the introduction of ITIL V4, organizations can still use the ITIL V3 process of Incident Management as a template. Based on this guidance, organizations are advised to design a process for managing Incidents in line with their specific requirements. ITIL 4 therefore refers to Incident Management as a service management practice, describing the key activities, inputs, outputs and roles. ITIL V4 is no longer prescriptive about processes but shifts the focus on 34 'practices', giving organizations more freedom to define tailor-made processes. 1) follows the specifications of ITIL V3, where Incident Management is a process in the service lifecycle stage of Service Operation. The Incident Management process described here ( fig.
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