Objective of Incident Management
Definition of Terms:
- An incident is a unscheduled interruption or degradation of service
The process for getting more resources is called escalation. There are two types of escalation:
- Functional escalation passes the incident to another party within the same unit.
- Hierarchical escalation passes the incident to someone higher in the hierarchy so more resources can be requested.
Incident Management Activities
- The first step in incident management is identifying the incident. Once the incident is identified, it is logged.
- The incident is categorized and prioritized.
- Initial diagnosis is performed. At this point, the person receiving the incident attempts to resolve the incident.
- If the incident is resolved, it is closed. If the incident is not resolved, the incident is escalated to another unit that will resolve it.
- Investigation will proceed and initial diagnosis is done. The purpose at this point is to fix the incident as quickly as possible. This is done through workarounds or quick fixes.
- Once a resolution is determined, the resolution is implemented. Recovery can result if the incident is caused by a newly implemented change.
- The incident is then classified and initial support is given.
- When the incident is confirmed as fixed, the incident is closed.