Restoring Operation Quickly with ITIL Incident Management

Information Technology Infrastructure Library, also known as ITIL, works very hard to create an effective way to manage incidents. ITIL Incident Management is about restoring service back to normal after an incident has occurred. In doing this, they hope to lower the risk businesses have on losing customers and raise the rate of customer satisfaction.

Step by Step with ITIL Incident Management

With ITIL Incident Management, your company will be able to record what happened and see the impact it had on your company. Determining the urgency is one step that will be done for you and it will take you through everything until you reach the resolution and report it. Once an incident has occurred, your ITIL Incident Management software will be assigned to the correct member of the service team until it is fixed and then it will close the report.

Grouping Incidents with ITIL Incident Management

All incidents will be categorized with the ITIL Incident Management software. Once this has been done, the incident will then be transferred to the appropriate person to be dealt with. If multiple incidents occur with the same base meaning, then a group could be assigned so that it will be dealt with in the same manner every time. One example would be Database; if a database incident occurs, then ITIL Incident Management software will transfer the incident to the appropriate department. If this same incident occurs again the system will know exactly how to handle the problem the next time.

Determining the Urgency of an Incident with ITIL Incident Management

There are two main components used to determine the urgency of an incident with ITIL Incident Management.

• Impact – what effect has this incident had on your company’s business

• Urgency – how much delay will there be in solving this incident

According to the ITIL Incident Management software, the priority is determined by the impact and the urgency. It is possible for a human to override the system if they deemed it necessary. In order to do this, you would need to either change the impact code or the urgency code.

Finding the Problem with ITIL Incident Management

As the service desk reviews the information reported in the incident, they can determine where it should go within the ITIL Incident Management process. There are different pieces of software that they can rely on to help them make this decision. One of these ways is called Discovery. This can be purchased separate from your ITIL Incident Management software. The other, Help the Help Desk, comes with most standard packages that you would purchase. Work notes for each incident can be input into the system to help with future problems of the same nature.

The Bottom Line on ITIL Incident Management

The bottom line is very simple: ITIL Incident Management software is a wonderful thing that can help your company in a vast array of areas. Knowing how to use the system and purchasing the correct software is vital, but the rewards are endless.