32. ITIL | Incident management overview | workflow

Описание: This ITIL core foundation video explains about the overview, purpose, scope, objectives of incident management process and the incident management workflow chart which is part of the service operation.
Also thi tutorial covers the incident management workflow is described with the help of a flow chart.
Purpose of Incident management
The purpose of incident management process is to restore normal service operation as quickly as possible and thereby minimise the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Normal service operation implies services operating as per the committed SLAs.
Objectives of Incident management
Ensure that standardised methods and procedures are used for efficient and prompt response, analysis, documentation, on-going management and reporting of incidents.
Increase visibility and communication of incidents to business and IT support staff.
Align incident management activities and priorities with those of the business.
Scope of Incident management
Managing any disruption or potential disruption to live IT services
Incidents identified
Directly by users through the service desk
Through an interface from event management to incident management tools
Reported and/or logged by technical staff