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Incident Management<br />
Incident Management goal<br />
Incident Workflow<br />
Incident Management Example<br />
Incident Detection<br />Detect the incident by classifying the request type as “Incident”<br />
Incident Classification<br />Categorize the incident with Category, Sub-category and Item<br />
Automated classification using Business Rules<br />When incoming incidents are more, use Business Rules for automated clas...
Defining Impact, Urgency and Priority<br />Define the priority based on  urgency and impact<br />
Search for solutions or workarounds<br />Search for existing workarounds or solutions from Knowledgebase<br />
Assigning to a specialized group<br />Refer the incident to a specialized group when the help desk technicians are unable ...
Provide Resolution to the end-user<br />Make the incident  resolution a part of knowledge-base<br />
Close the incident with user confirmation<br />Close the incident after getting the confirmation from the end-user<br />
Initiate a Problem request<br />Create a problem request from the incident if the issue requires further analysis and to f...
www.servicedeskplus.com<br />Contact us: servicedeskplus@manageengine.com<br />
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ITIL Incident management

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Transcript of "ITIL Incident management"

  1. 1. Incident Management<br />
  2. 2. Incident Management goal<br />
  3. 3. Incident Workflow<br />
  4. 4. Incident Management Example<br />
  5. 5. Incident Detection<br />Detect the incident by classifying the request type as “Incident”<br />
  6. 6. Incident Classification<br />Categorize the incident with Category, Sub-category and Item<br />
  7. 7. Automated classification using Business Rules<br />When incoming incidents are more, use Business Rules for automated classification<br />
  8. 8. Defining Impact, Urgency and Priority<br />Define the priority based on urgency and impact<br />
  9. 9. Search for solutions or workarounds<br />Search for existing workarounds or solutions from Knowledgebase<br />
  10. 10. Assigning to a specialized group<br />Refer the incident to a specialized group when the help desk technicians are unable to resolve it<br />
  11. 11. Provide Resolution to the end-user<br />Make the incident resolution a part of knowledge-base<br />
  12. 12. Close the incident with user confirmation<br />Close the incident after getting the confirmation from the end-user<br />
  13. 13. Initiate a Problem request<br />Create a problem request from the incident if the issue requires further analysis and to find out the root cause<br />
  14. 14. www.servicedeskplus.com<br />Contact us: servicedeskplus@manageengine.com<br />
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