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Incident Management is a process defined in the ITIL framework. The main goal with this process is to handle unplanned interruptions the quality of an IT service. This means returning it to normal service operation as quickly as possible and to minimize the impact on business operations

 

Incidents that cannot be quickly resolved by the service desk should be assigned to specialist technical team and a work-around should then be established quickly to restore the service.

What is an incident?

An unplanned interruption to an IT service

Quality reduction of an IT service

Failure of a CI that has not yet impacted an IT service

Events that indicate a disruption to an IT service (See event management)

Events that could disrupt an IT service  (See event management)

What is not an incident?

Service requests

Information alerts or events

How can incident management be managed in VisionFlow?

Incidents are handled as normal issues/tickets inside the system normally by creating a special issue type for this called "Incident". It is common to create a separate workspace in VisionFlow that is called Service Desk, Help Desk, Support or something similar where you also handle Service requests (another type of issue/ticket).

 

It is recommended that you also link incidents to problem issues/tickets preferably by using "active links", and create an "action button" for it on your issues/tickets. This makes it very easy for you to create a linked copy of the incident and sent is on to a separate team responsible for the "Problem management" process. 

 

See also 

Problem management

 

Active links

 

Action buttons


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