Incident Management (ITSM)
Incident Management (IcM) is an IT service management (ITSM) process area. The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. 'Normal service operation' is defined here as service operation within service-level agreement (SLA). It is one process area within the broader ITIL and ISO 20000 environment.
ISO 20000 defines the objective of Incident management (part 1, 8.2) as: To restore agreed service to the business as soon as possible or to respond to service requests.
Incidents that cannot be resolved quickly by the help desk will be assigned to specialist technical support groups. A resolution or work-around should be established as quickly as possible in order to restore the service.
Read more about Incident Management (ITSM): Definition, Incident Management Processes, Examples, Bibliography
Famous quotes containing the words incident and/or management:
“Every incident connected with the breaking up of the rivers and ponds and the settling of the weather is particularly interesting to us who live in a climate of so great extremes. When the warmer days come, they who dwell near the river hear the ice crack at night with a startling whoop as loud as artillery, as if its icy fetters were rent from end to end, and within a few days see it rapidly going out. So the alligator comes out of the mud with quakings of the earth.”
—Henry David Thoreau (1817–1862)
“Why not draft executive and management brains to prepare and produce the equipment the $21-a-month draftee must use and forget this dollar-a-year tommyrot? Would we send an army into the field under a dollar-a-year General who had to be home Mondays, Wednesdays and Fridays?”
—Lyndon Baines Johnson (1908–1973)