What is Incident Management?
Incident Management is the process responsible for managing the lifecycle of all incidents.
The purpose of Incident Management is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, ensuring that agreed levels of service are maintained.
ITS Incident Management Processes
The Information Technology Services (ITS) Incident Management processes meet the foundational requirements for industry best practices as detailed within the ITIL framework for IT Incident Management.
The objectives of the the Incident Management processes are to:
- Exceed user satisfaction KPI through quality service
- Align Incident Management activities and priorities with those of the business
- Ensure that standardized methods and procedures are used for efficient and prompt response, analysis, documentation, ongoing management, and reporting of incidents
- Increase visibility and communication of incidents to business and IT support staff
- Enhance user perception of IT Services through the use of a professional approach in quickly resolving and communicating incidents when they occur
Incident Management Process Owner
Liz Litsinger
Resources
- Incident Communication Template
- ITS Incident Management Training
- ITS Incident Management Standards and Guidelines
- ITS Major Incident Checklist
- ITS Major Incident Process – ServiceNow (coming soon)
- IT Alerts and Outages Process – ServiceNow
- IT Alerts & Outages Status – ServiceNow
- ITS External Communications Standards and Templates
- Published Incident Reports
- ISO Incident Response Plan
- ISO Incident Response Playbook – Ransomware
- ISO Data Breach Notification Plan
