Incident management (ICM) is part of IT service management that focuses on restoring normal service operation as quickly as possible with minimal business impact when incidents occur. ICM works closely with other ITIL processes like problem management, change management, and availability management. The main functions of ICM include managing a service desk to address user incidents, tracking incident statuses from new to resolved, and collecting data to support effective problem solving and continuous service improvement.

1. Incident Management

2. Hi..
•I am Sushil Kasar

3. ITIL
• Have you logged your IT call..??

4. IcM means
• Incident management (IcM) is an area of IT
Service Management (ITSM) that involves
returning service to normal as quickly as
possible after an incident, in a way that has
little to no negative impact on the business.

5. Where doest it fit in ITIL life cycle
SERVICE OPERATION
“Service operation
encompasses the day-to-day
activities, processes, and
infrastructure responsible for
delivering value to the
business through technology.”

6. Dependencies on other Service
Management Processes
• Financial Management
• Service Level Management
• Demand Management
• IT Service Continuity Management
• Change and Release Management
• Service Asset and Configuration Management
• Availability Management
• Problem Management

7. Main function
• service desk or “help desk”.
• enables support staff
• creates self-service models,
• collects IT trend data, and supports effective
problem management.
Second Tier First Tier

8. Hi..
•I am Rajkumar T

9. INCIDENT
PROCESS
FLOW

11. Incident Statuses
• Incident statuses mirror
the incident process
and include:
 New
 Assigned
 In progress
 On hold or pending
 Resolved
 Closed

12. Incident Management : Benefits
 Reduced Business impact of incidents by timely
resolution
 Improved Monitoring
 Better staff utilization: no more interruption-
based handling of incidents
 Better user/customer satisfaction
 Maintenance of more continuous service levels
 Meeting requirement for IT service availability
 Higher efficiency and productivity throughout
the organization

13. • Thank You
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