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ITIL Incident management
 

ITIL Incident management

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    ITIL Incident management ITIL Incident management Presentation Transcript

    • Incident Management
    • Incident Management goal
    • Incident Workflow
    • 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
    • www.servicedeskplus.com
      Contact us: servicedeskplus@manageengine.com