Incident management aims to detect, classify, prioritize, resolve, and close incidents, referring unresolved incidents to specialized groups. Incidents are detected by request type, categorized by category, sub-category and item, and automated classification uses business rules. Impact, urgency and priority are defined to determine resolution approach, and unresolved incidents initiate problem requests to find root causes.

1. Incident Management

2. Incident Management goal

3. Incident Workflow

4. Incident Management Example

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

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

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

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

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

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

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

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

13. 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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