Incident management generally encompasses the entire technical and organizational process of responding to identified or suspected security incidents or operational disruptions in IT areas and related preparatory processes and measures. These can be direct technical malfunctions (e.g., defective printer or paper jam), interruptions, or specific attacks on the IT infrastructure that can cause or are already causing an interruption in service or a reduction in the agreed quality. Incident management must take both legal and organizational aspects into account here. After all, the incidents can disrupt the company's day-to-day operations. The aim is to ensure that employees receive help as quickly as possible in rectifying the fault and that service performance is restored as quickly as possible. At best, without any negative impact on the company's day-to-day operations and core business. Consequently, incident management is also an ITSM (IT - Service Management) process. Some ITSM tools can use standard solutions to resolve recurring incidents quickly.
If an incident occurs, it is registered, and a solution is developed, which must be documented. If the problem has been solved and the employee has been helped, the incident and the corresponding request/ticket can be closed.
One benefit is the improved productivity and efficiency of incident resolution, as the relevant service desk staff use the same processes to handle and resolve a ticket relating to an incident. In addition, documenting the solutions allows this knowledge to be accessed and incidents to be resolved more quickly.
By resolving incidents in the form of tickets, your service desk staff always have an overview of the tickets that still need to be processed. The processing order of incidents can be prioritized according to their importance and impact on work and service. This gives your company's employees confidence in the consistency of your IT service and ultimately leads to higher service quality.
Furthermore, incident management gives you more visibility and peace of mind.
Your employees can track what is happening with their ticket and what the processing status of their ticket is. In addition, every incident is registered and documented in the ITSM software. This allows you to evaluate the available data and gain greater insight into service quality. Sources of errors and problems can thus be identified, or you can validate which areas have the potential for improvement on the part of your service desk.
In addition, the ITSM process gives you better insight into your service level agreements (SLAs) and whether they are being met. This allows you to identify if action is needed in an area quickly.
Below are some incident management best practices that have proven helpful when integrating incident management:
1. It is important that all incidents that occur, regardless of importance, urgency or difficulty, are documented and recorded by your service desk staff in your chosen database. ITSM systems offer a good opportunity to record all these incidents.
2. It is essential that all relevant data is logged in your system. Your employees should carefully record all essential details and not be careless. In this way, accurate evaluations can be created, and the processing and resolution of incidents can be tracked in detail.
3. The documentation and logging should also be uniform and clear in this context. Incidents should be sensibly divided into categories and subcategories and recorded so that an overview can be obtained quickly and the search for specific incidents can be carried out quickly.
4. By recording well-functioning solution paths for regular or recurrent incidents, service desk employees can also repeatedly fall back on standard solutions and quickly resolve these faults. This means that a solution does not have to be worked out frequently. This is particularly useful for the efficient handling of incidents that arise.
5. For the above points to be successful, your team should act quickly and consistently. You should ensure that your employees use uniform processing and resolution methods so that consistent quality can be guaranteed. It is advantageous if your service desk employees use the standard solution paths listed above and carefully log new incidents.