Incident Management process

Definition: the Process responsible for managing the Lifecycle of all Incidents (including Service Requests)

consumes	Acceptance and routing of reported Incidents Detailed Information about affected CIs Information about Contingency Plan Information about Known Errors Information about Problems Information about Workarounds Information about characteristics of Security Incidents Information about potential Capacity issues Information about requested Changes
has evolved into	Event Management Process The Process responsible for managing Events throughout their Lifecycle. Event Management is one of the main Activities of IT Operations. Incident Management Process The Process responsible for managing the Lifecycle of all Incidents. The primary Objective of Incident Management is to return the IT Service to Customers as quickly as possible. Request Fulfilment Process The Process responsible for managing the Lifecycle of all Service Requests.
produces	Information about Capacity Incidents Information about Security related Incidents Information about Workarounds Information about error-prone services Information about required RFCs Information about resolved Incidents Information about time data Information about unidentified causes of Incidents Information about what CIs are affected Information required to evaluate service quality
is part of	Service Support stage the set of operational processes and function, according to ITIL V2
is referenced from	[08.2] Incident management Objective: To restore agreed service to the business as soon as possible or to respond to service requests.

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Dies ist ein Teil des Body of Service Knowledge der Continental Software GmbH, zusammengetragen aus den Best Practices der ITIL und CobiT und PMBOK Frameworks, der ISO 20000 Norm, sowie aus eigener Erfahrung.

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