Incident Management Process

translates to German

Incident Management Prozess Der Prozess, der für die Verwaltung des Lebenszyklus aller Incidents verantwortlich ist. Wichtigstes Ziel des Incident Management ist eine schnellstmögliche Wiederherstellung des IT Service für die Anwender.

has evolved from

Incident Management process the Process responsible for managing the Lifecycle of all Incidents (including Service Requests)

contains

Incident Management activities

Incident Management basic concepts

Incident Management challenges

Incident Management metrics

Incident Management objectives The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained.

‘Normal service operation’ ...

Incident Management roles

Incident Management scope Incident Management includes any event which disrupts, or which could disrupt, a service. This includes events which are communicated directly by users, either through the Service Desk or through an interface from Event Management to Incident Management tools.

can be mapped from

DS08 Manage service desk and incidents 

[08.2] Incident management Objective: To restore agreed service to the business as soon as possible or to respond to service requests.

uses

Known Error Database A database containing all Known Error Records

Source: Service Operation (OGC)

• 4.2 Incident Management