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Incident in ITIL Foundation


Mission of Incident Management process is to restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring the best possible levels of service and availability are maintained.

Mission of Incident Management process is to restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring the best possible levels of service and availability are maintained. Definition of an incident is very simple: incident is an event which is not part of the standard operation of a service. Incident causes or may cause an interruption to the quality of that serice.

The main objectives of Incident Management are:

  • Ensure best use of resources to support the organization during service failures
  • to log and track all incidents (via Service Desk)
  • to maintain meaningful records
  • to deal with incidents consistently

Incidents always have priority. The priority is calculated in the following way: Priority = Impact + Urgency

Impact is overall effect on the business and is always defined in Service Level Agreement (SLA). Uregncy defines speed needed to resolve incident. Priority is usefull to sequence of dealing with evnts. Also shouldn′t be assigned by the user, rater decided outside the Service Desk.

A problem is another keyword related to Incident Management process. A problem is the unknow underlying casue of one or more incidents. A problem in Incident Management process is a bridge to the Problem Management. A known error is an incident or problem for which the root cause is known and for which a temporary workaround or permanent alternative has been identified. If the root cause is identified, we have a know error to deal with.

source: ITIL Resources
published: 2008-07-02 14:11:21

 

Incident, Problem and Known Error definitions in ITIL

Common definitions and language are the key factors in communication. That′s why ITIL has its own language and set of specific words widely used by all people working in ITIL environment. Below are definitions for the incident, problem and known error. These three phrases are very common for the Incident Management process and it is crutial to understand differences between them.

Incident - an incident is any event that is not part of the standard opration of a service and that causes - or may cause - an interruption to, or a reduction in, the quality of that service. A good example of an incident can be lack of free space on somebody′s hard disk.

Problem - a problem is the unknown underlying cause of one or more incidents. One can ask when the incident becomes a problem? The answer is never. Basically dealing with problems is the responsibility of the Problem Management process but we put problem′s definition here as the problems have close relationship with incidents.

Known Error - is an incident or problem for which the root cause is known and for which a temporary workaround or permanent alternative has been identified. Know error is in place as long as it is permanently fixed by a change. Appropriate Request For Change (RFC) has to be raised in order to fix the known error. Known Errors simillary to Problems are in the scope of responsibility of Problem Management.

source: ITIL Resources
published: 2008-11-24 02:06:38

 

Scope of Incident Management

For many people it will be very difficult to asses the scope of Incident Management Management Process as it is very very wide process. It can include anything that relates to customer service

For many people it will be very difficult to asses the scope of Incident Management Management Process as it is very very wide process. It can include anything that relates to customer service. Examples are below:

  • Network floods
  •  Hardware re-sets, changes
  •  All user questions:  "how do I..."
  •  Licencies extension requests
  •  Performance issues
  •  Errors and failures in software, network, hardware

source: ITIL Resources
published: 2009-01-06 01:03:10