Incident Management

Restoring IT services to normal state
Minimizing impact on business
Maintaining the quality of service
Providing workarounds or solutions

Incident Management Example

Incident Detection
Detect the incident
by classifying the
request type as
“Incident”

Incident Classification
Categorize the
incident with
Category, Sub-
category and Item

Automated classification using Business Rules
When incoming incidents
are more, use Business
Rules for automated
classification

Defining Impact, Urgency and Priority
Define the priority
based on urgency
and impact

Search for solutions or workarounds
Search for existing
workarounds or
solutions from
Knowledgebase

Assigning to a specialized group
Refer the incident
to a specialized
group when the
help desk
technicians are
unable to resolve it

Provide Resolution to the end-user
Make the incident
resolution a part
of knowledge-
base

Close the incident with user confirmation
Close the incident
after getting the
confirmation from
the end-user

Initiate a Problem request
Create a problem
request from the
incident if the
issue requires
further analysis
and to find out
the root cause

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