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​​Incident Management Process

​​Incident Management

​​Incident management (IM) is a process which that refers to activities undertaken to restore normal service operation as quickly as possible while minimizing adverse impact on business operations. IM is a reactive, short-term focus on restoring service. 

​​IM activities include:

• ​​Incident Identification 

• ​​Incident logging 

• ​​Incident categorization 

• ​​Incident prioritization 

• ​​Initial diagnosis 

• ​​Incident escalation

• ​​Functional escalation

• ​​Hierarchic escalation

• ​​Investigation and diagnosis

• ​​Resolution and recovery

• ​​Incident Closure 

• ​​Incident ownership, monitoring, tracking, and communication

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• ​​Incident detection and recording

• ​​Classification and initial support

• ​​Investigation and diagnosis

• ​​Resolution and recovery

• ​​Closure

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​​Incident Management Processes

​​This process focuses on restoring interrupted services as soon as possible; it’s not concerned with finding the root cause of the incident.

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​​Incident Management Process elements

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​​Element	​​Description
​​Purpose	​​→ Restore normal service operation to end user as quickly as possible while maintaining high satisfaction
​​Owner	​​→ Level 1 support team
​​Input(trigger)	​​→ User call/email/chat/request to report service interruption
​​Activities	​​→ Incident Identification  ​​→ Incident logging  ​​→ Incident categorization  ​​→ Incident prioritization  ​​→ Initial diagnosis  ​​→ Incident escalation ​​Functional escalation ​​Hierarchic escalation ​​→ Investigation and diagnosis ​​→ Resolution and recovery ​​→ Incident Closure ​​→ Incident ownership, monitoring, tracking, and communication
​​Output	​​→ Service restored ​​→ End user notified ​​→ Incident record created ​​→ Possible problem record created
​​Incident Status / workflow position	​​Status of an Incident reflects its current position in its life-cycle: ​​→ New