Friday, 10 January 2014

What is the incident management life cycle?

What is the incident management life cycle?

An incident is an occurrence of an event that is not a part of the normal functioning of a task and causes an interruption to the task. It can be lifted from many different sources such as by end user or by the system itself. The aim of incident management is to reinstate normal functioning as early as possible following an incident to meet service level agreement. The process of formally managing incidents is known as incident management lifecycle.

On the other hand, problem management deals with resolution of fundamental cause of one or more incidents. The whole concentration of problem management is to solve the main cause of errors and to fix it eternally. A problem is an unidentified root cause of one or more incidents. Once the root cause of a problem is identified then it is "known error". Problem management aims to minimize the impact of problem by providing solutions to the root cause of incidents for preventing further incidents.

The step by step procedure for incident management is as below:

Detect & record- service management tool detects and record the incident or service requests for the resolution.

Categorize & prioritize- After detection and recording incident, it is then categorized in the appropriate category. The impact and severity of the incident determines the priority.
 Provide Initial Service Request Support- wherever possible the request is fulfilled at the time of capture, otherwise is routed to an appropriate support group; Security requests are routed to the Security Group and the Security Management process.

Provide Initial Incident Support- wherever possible the incident is resolved at the time of capture, otherwise is routed to an appropriate support group.

Receive & Accept- It receives support group confirms their ownership and initiates resolution of the incident or fulfilment of the service request in agreement with the priority service levels.

Investigate & Diagnose- knowledge bases are accessed to determine if there is a related open or closed incident or problem, or a similar request.  Incidents are assessed to identify a solution or workaround, and service requests to determine how to fulfil.

Resolve or fulfil the solution is developed and confirmed as acceptable by the user before executing and confirming in production which may invoke Change Management; if the incident is thought to be caused by a fundamental problem, the Problem Management process is raised.

Closure of incident- It is updated with resolution consequences and positive confirmation from the user is recorded before closing the ticket.

Author: Joginder
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1 comment:

  1. This has helped me implement a incident management document for my own workplace.