Incident Management

Incident Management in IT deals typically with commonly organisational processes to address any interruption or abnormality in IT services.The issues addressed in Incident Management may range from simple interruptions in some minor host on a network to a deep underlying problem affecting a whole backbone and outright attacks to the entire infrastructure. IT- Incidente Management should take into consideration both organisational and technical details when setting out to provide means of resolution.

The goals of Incident-Management processes are 1) to quickly get the defective Configuration Item working again, even if it means patching it up with a workaround while working on a more long-term solution and 2) to minimise the impact on business operations ( as defined in the Service Level Agreement), thus ensuring that the best possible levels of service quality and availability are maintained.

Incidents are documented with the help of trouble tickets, for which the desk help is responsible for handling and monitoring.

According to ITIL v3, an incident is  an unplanned interruption to an IT Service or reduction in the quality of an IT service. ISO 20000 also has a definition of its own concerning incident:

"Any event which is not part of the standard operation of a service and which causes or may cause an interruption to, or a reduction in, the quality of that service."