Incident Management - Revision history

Andrea at 10:56, 31 December 2023

2023-12-31T10:56:20Z

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Andrea at 17:22, 19 March 2022

2022-03-19T17:22:03Z

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	<html>Since the processes defined in ITIL V3 have not been invalidated with the introduction of ITIL V4, organizations can still use the ITIL V3 process of Incident Management as a template.</p>		<html>Since the processes defined in ITIL V3 have not been invalidated with the introduction of ITIL V4, organizations can still use the ITIL V3 process of Incident Management as a template.</p>

	<p style="~~background~~:#~~ecfdec~~; padding: 0.5em 1em;">In our <i>YaSM Service Management Wiki</i> we describe a <a class="external" href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="Service management processes">leaner set of 19 service management processes</a> that are more in tune with ITIL 4 and its focus on simplicity and "just enough process". The YaSM service management model includes a <a class="external" href="https://yasm.com/wiki/en/index.php/LP4.6:_Resolve_incidents_and_service_requests" title="YaSM incident management process">process for managing incidents</a> that is a good starting point for organizations that wish to adopt ITIL 4.</html>		<p style="border: 8px solid #cef6e3; padding: 0.5em 1em;"><i><u>Note</u>:</i><br /> In our <i>YaSM Service Management Wiki</i> we describe a <a class="external" href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="Service management processes">leaner set of 19 service management processes</a> that are more in tune with ITIL 4 and its focus on simplicity and "just enough process".<br /><br /> The YaSM service management model includes a <a class="external" href="https://yasm.com/wiki/en/index.php/LP4.6:_Resolve_incidents_and_service_requests" title="YaSM incident management process">process for managing incidents</a> that is a good starting point for organizations that wish to adopt ITIL 4.</html>

	==Process Description==		==Process Description==

Andrea at 17:15, 10 December 2019

2019-12-10T17:15:01Z

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Andrea at 15:30, 9 December 2019

2019-12-09T15:30:29Z

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Andrea at 17:33, 2 March 2018

2018-03-02T17:33:33Z

← Older revision		Revision as of 19:33, 2 March 2018
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	<itpmch><title>Incident Management \| IT Process Wiki</title>		<itpmch><title>Incident Management \| IT Process Wiki</title>
	<meta name="keywords" content="itil incident management, incident management itil, incident itil" />		<meta name="keywords" content="itil incident management, incident management itil, incident itil" />
	<meta name="description" content="Incident Management: ITIL process ~~definition - Sub-processes - Terms - Additional information on Incident Management~~." />		<meta name="description" content="Incident Management aims to manage the lifecycle of all Incidents (unplanned interruptions or reductions in quality of IT services). The primary objective of this ITIL process is to return the IT service to users as quickly as possible." />
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	Incident Management according to ITIL V3 distinguishes between [[Incident Management#Incident\|Incidents]] (Service Interruptions) and [[Request Fulfilment#Service Request\|Service Requests]] (standard requests from users, e.g. password resets). Service Requests are no longer fulfilled by Incident Management; instead there is a new process called Request Fulfilment.		Incident Management according to ITIL V3 distinguishes between [[Incident Management#Incident\|Incidents]] (Service Interruptions) and [[Request Fulfilment#Service Request\|Service Requests]] (standard requests from users, e.g. password resets). Service Requests are no longer fulfilled by Incident Management; instead there is a new process called Request Fulfilment.

	There is a dedicated process in ITIL V3 for dealing with emergencies ("[[Incident Management#Handling-of-Major-Incidents\|Handling of Major Incidents]]"). Furthermore a process interface was added between Event Management and Incident Management. Significant [[Event Management#Event\|Events]] ~~are triggering~~ the creation of an [[Incident Management#Incident\|~~Incident~~]].		There is a dedicated process in ITIL V3 for dealing with emergencies ("[[Incident Management#Handling-of-Major-Incidents\|Handling of Major Incidents]]"). Furthermore a process interface was added between Event Management and Incident Management. Significant [[Event Management#Event\|Events]] trigger the creation of [[Incident Management#Incident\|Incidents]].

	<p> </p>		<p> </p>

	[[Image:Incident-management-itil.jpg\|right\|thumb\|375px\|alt=Incident Management ITIL\|link=https://wiki.en.it-processmaps.com/index.php/File:Incident-management-itil.jpg\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_incident_management_itilv3.pdf ITIL Incident Management]]]		[[Image:Incident-management-itil.jpg\|right\|thumb\|375px\|alt=Incident Management ITIL\|link=https://wiki.en.it-processmaps.com/index.php/File:Incident-management-itil.jpg\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_incident_management_itilv3.pdf ITIL Incident Management]]]
	<span id="Incident Management ITIL 2011">'''''ITIL 2011''''' describes [[Incident Management]] in greater detail:</span> The process overview ~~is showing~~ the ~~most important interfaces~~ (see [[Media:Incident-management-itil.jpg\|Fig. 1]]).		<span id="Incident Management ITIL 2011">'''''ITIL 2011''''' describes [[Incident Management]] in greater detail:</span> The process overview shows the key information flows (see [[Media:Incident-management-itil.jpg\|Fig. 1]]).

	Guidance has been improved in Incident Management on how to prioritize an Incident (see [[Checklist Incident Priority\|Checklist Incident Prioritization Guideline]]).		Guidance has been improved in Incident Management on how to prioritize an Incident (see [[Checklist Incident Priority\|Checklist Incident Prioritization Guideline]]).
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	==Notes==		==Notes==

	<html>By:  Stefan Kempter <a rel="author" href="https://~~plus~~.~~google~~.com/~~111925560448291102517~~/~~about~~"><img style="margin:0px 0px 0px 0px;" src="~~/skins/Vector~~/images~~/itpm~~/bookmarking/~~gplus~~.png" width="16" height="16" title="By: Stefan Kempter \| Profile on ~~Google+~~" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>		<html>By:  Stefan Kempter <a rel="author" href="https://www.linkedin.com/in/stefankempter"><img style="margin:0px 0px 0px 0px;" src="/images/bookmarking/linkedin.png" width="16" height="16" title="By: Stefan Kempter \| Profile on LinkedIn" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a>, IT Process Maps.</p>

	<p> </p>		<p> </p>

	<p><small>		<p><small>
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Andrea at 08:33, 28 April 2017

2017-04-28T08:33:45Z

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	~~<p> </p>~~

	'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>Incident Management</i> aims to manage the lifecycle of all Incidents (unplanned interruptions or reductions in quality of IT services). The primary objective of this ITIL process is to return the IT service to users as quickly as possible.</span></p>		'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>Incident Management</i> aims to manage the lifecycle of all Incidents (unplanned interruptions or reductions in quality of IT services). The primary objective of this ITIL process is to return the IT service to users as quickly as possible.</span></p>

Andrea at 12:37, 24 April 2017

2017-04-24T12:37:00Z

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	<p> </p>		<p> </p>

	'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>~~ITIL~~ Incident Management</i> aims to manage the lifecycle of all Incidents. The primary objective of ~~Incident Management~~ is to return the IT service to users as quickly as possible.</span></p>		'''<span id="Overview">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description"><i>Incident Management</i> aims to manage the lifecycle of all Incidents (unplanned interruptions or reductions in quality of IT services). The primary objective of this ITIL process is to return the IT service to users as quickly as possible.</span></p>
	<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation" title="ITIL Service Operation">Service Operation</a></html>		<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation" title="ITIL Service Operation">Service Operation</a></html>

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	[[Image:Incident-management-itil.jpg\|right\|thumb\|375px\|alt=Incident Management ITIL\|link=https://wiki.en.it-processmaps.com/index.php/File:Incident-management-itil.jpg\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_incident_management_itilv3.pdf ITIL Incident Management]]]		[[Image:Incident-management-itil.jpg\|right\|thumb\|375px\|alt=Incident Management ITIL\|link=https://wiki.en.it-processmaps.com/index.php/File:Incident-management-itil.jpg\|[https://wiki.en.it-processmaps.com/images/pdf/process_overview_incident_management_itilv3.pdf ITIL Incident Management]]]
	<span id="Incident Management ITIL 2011">'''''ITIL 2011''''' describes [[Incident Management]] in greater detail:</span>		<span id="Incident Management ITIL 2011">'''''ITIL 2011''''' describes [[Incident Management]] in greater detail:</span> The process overview is showing the most important interfaces (see [[Media:Incident-management-itil.jpg\|Fig. 1]]).

	~~<p> </p>~~

	Guidance has been improved in Incident Management on how to prioritize an Incident (see [[Checklist Incident Priority\|Checklist Incident Prioritization Guideline]]).		Guidance has been improved in Incident Management on how to prioritize an Incident (see [[Checklist Incident Priority\|Checklist Incident Prioritization Guideline]]).
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	The Incident Management sub-process [[Incident Management#Incident-Closure\|Incident Closure and Evaluation]] now states more clearly that it is important to check whether there are new Problems, Workarounds or Known Errors that must be submitted to Problem Management.		The Incident Management sub-process [[Incident Management#Incident-Closure\|Incident Closure and Evaluation]] now states more clearly that it is important to check whether there are new Problems, Workarounds or Known Errors that must be submitted to Problem Management.

	~~The process overview of [[Media:Incident-management-itil.jpg\|ITIL Incident Management]]~~
	~~is showing the most important interfaces (see Figure 1).~~

	<p> </p>		<p> </p>
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Andrea at 17:18, 15 May 2016

2016-05-15T17:18:47Z

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Andrea at 10:25, 19 September 2015

2015-09-19T10:25:11Z

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	== Example ==		== Example ==

	The [https://en.it-processmaps.com/~~products~~/demo-itil-process-map.html ITIL Process Map video] shows samples of the ITIL process templates with contents from Service Operation and Incident Management processes, including the		<html>
			<div class="thumb tright">
			<div class="thumbinner" style="width:255px;"><a href="https://demo.it-processmaps.com/visio_en/itil-process-map.html" class="image"><img alt="Video: Introduction - ITIL Process Templates" title="Start the video: Introduction - The ITIL Process Map" src="https://demo.it-processmaps.com/visio_en/itil-process-map-video.jpg" width="253" height="150" class="thumbimage" /></a>
			<div class="thumbcaption"><a class="external text" href="https://demo.it-processmaps.com/visio_en/itil-process-map.html">Watch the video: The ITIL Process Map - Introduction</a></div>
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			</html>
			The introductory [https://demo.it-processmaps.com/visio_en/itil-process-map.html ITIL Process Map video] shows samples of the ITIL process templates with contents from Service Operation and Incident Management processes, including the

	* high-level view of the ITIL Service Lifecycle (Level 0)		* high-level view of the ITIL Service Lifecycle (Level 0)
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	* overview of ITIL Incident Management (Level 2)		* overview of ITIL Incident Management (Level 2)
	* detailed process flow for the process "Incident Management: Incident Resolution by 1st Level Support" (Level 3)		* detailed process flow for the process "Incident Management: Incident Resolution by 1st Level Support" (Level 3)
			<br style="clear:both;"/>

	~~<p> </p>~~
	<p> </p>		<p> </p>

Andrea: /* Templates | KPIs */

2014-01-11T12:11:09Z

Templates | KPIs

← Older revision		Revision as of 14:11, 11 January 2014
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	<~~seo metakeywords~~="itil incident management, incident management itil, incident itil" ~~metadescription~~="Incident Management: ITIL process definition - Sub-processes - Terms - Additional information on Incident Management." />		<itpmch><title>Incident Management \| IT Process Wiki</title>
			<meta name="keywords" content="itil incident management, incident management itil, incident itil" />
			<meta name="description" content="Incident Management: ITIL process definition - Sub-processes - Terms - Additional information on Incident Management." />
			</itpmch>
	<imagemap>		<imagemap>
	Image:ITIL-Wiki-de-es.jpg\|DE - ES - Incident Management\|100px		Image:ITIL-Wiki-de-es.jpg\|DE - ES - Incident Management\|100px
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	==<span id="Checklists_.7C_KPIs">Templates \| KPIs</span>==		==<span id="Checklists_.7C_KPIs">Templates \| KPIs</span>==

	*[[ITIL KPIs Service Operation#ITIL KPIs Incident Management\|Key Performance Indicators (KPIs) Incident Management]]		<html><ul><li><a itemprop="significantLinks" href="https://wiki.en.it-processmaps.com/index.php/ITIL_KPIs_Service_Operation#ITIL_KPIs_Incident_Management" title="ITIL KPIs Incident Management, Service Desk">Key Performance Indicators (KPIs) Incident Management</a>
	*[[ITIL-Checklists#Incident Management ~~/ Service Desk\|~~Incident Management templates and checklists]]:		</li><li><a href="/index.php/ITIL-Checklists#Incident_Management_.2F_Service_Desk" title="ITIL Incident Management templates">Incident Management templates and checklists</a>:
	**[[Checklist Incident Record]]		<ul><li><a itemprop="significantLinks" href="https://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Record" title="Incident Record - How to record incidents">Incident Record template</a>
	**[[Checklist Incident Priority]], and		</li><li><a itemprop="significantLinks" href="https://wiki.en.it-processmaps.com/index.php/Checklist_Incident_Priority" title="Incident Priority - How to prioritize incidents">Checklist Incident Priority</a>, and
	**[[Checklist Initial Analysis of an Incident]]		</li><li><a href="/index.php/Checklist_Initial_Analysis_of_an_Incident" title="Initial Analysis of an Incident">Checklist Initial Analysis of an Incident</a>
	**[[Checklist Incident Escalation]]		</li><li><a href="/index.php/Checklist_Incident_Escalation" title="Incident Escalation">Checklist Incident Escalation</a>
	**[[Checklist Closure of an Incident]]		</li><li><a href="/index.php/Checklist_Closure_of_an_Incident" title="Closure of an Incident">Checklist Closure of an Incident</a>
	**[[Checklist Incident Report]]		</li><li><a href="/index.php/Checklist_Incident_Report" title="Incident Report">Incident Report template</a>
			</li></ul>
			</li></ul><p></html>
	<p> </p>		<p> </p>

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	\| R[[#Support\|<small>[4]</small>]]		\| R[[#Support\|<small>[4]</small>]]
	\|-		\|-
	\| ~~align~~="left" \|Handling of Major Incidents		\|style="text-align:left;" \|Handling of Major Incidents
	\| AR		\| AR
	\| R		\| R