Incident Management Process
1 Introduction 1.1 Vision statement The vision of [Service Provider] in the area of service management is as follows: [Insert the vision statement defined as part of service strategy] This process forms a key part of the realisation of that vision.
1.2 Purpose The effective management of incidents affecting IT services is absolutely critical to the provision of adequate service availability. Incident management is very much a “front-line” activity and is often the only view a user will have of [Service Provider]. It is important therefore that it is carried out according to a clear, well designed process. This document defines how the process of Incident Management is implemented within [Organization Name]. The purpose of the incident management process according to ITIL® is:
“… to restore normal service operation as quickly as possible and minimise the adverse impact on business operations, thus ensuring that agreed levels of service quality are maintained.”
Source: “ITIL Service Operation Book 2011. Copyright © AXELOS Limited 2011. Reproduced under license from AXELOS. An incident is defined as:
“… an unplanned interruption to an IT service or a reduction in the quality of an IT service or failure of a CI that has not yet impacted an IT service (for example failure of one disk from a mirror set).”
Source: “ITIL Service Operation Book 2011. Copyright © AXELOS Limited 2011. Reproduced under license from AXELOS. Version 1
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