Incident Management Process
2 Incident management process 2.1 Overview and process diagram The process of incident management is shown in Figure 1. Incident management is obviously one of the most visible processes to the user and as such represents an excellent opportunity to promote a positive view of the [Service Provider] amongst the user population. The process of incident management is delivered via the Service Desk function. Typically, incidents will be reported to the service desk by users via telephone. Once the identity of the user has been confirmed, the details of the incident will be recorded in the IT service management system by the Service Desk Analyst. The incident will then be categorised and prioritised in conjunction with the user. An attempt will be made to resolve the incident at first point of contact, failing which it will be escalated to an appropriate support group until resolution is achieved. The incident will be resolved by the support group that believes it has provided the fix and successful resolution will be confirmed by the service desk prior to closure. Major incidents will be managed by a separate but related process which provides for more urgent allocation of resources and more formal communication procedures. See the document Major Incident Management Procedure.
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