Service Support-Incident Management

Incident Management

1.      Goal:

Resolve service event as quickly as possible, at least within the targeted time as documented in the service level agreement.  (SLA 规定的时间)

Evaluate an incident and inform Problem Manager.

2.     Responsibilities:

Incident detection and recording

Classification of all incidents and initial support

Investigation and diagnosis

Resolution and recovery:  raise a RFC

Incident closure: agreed upon with the Customer

Incident control:  see Incident Life Cycle

3.    Incident Life Cycle

 

 

Classification: 

Prioritization – impact/Urgency

Categorization:  Incident Management and Problem Management to establish common categorization terminology.

Matching:  Open Incidents, Problem, Known Error/Workaround

Escalation and Referral: 

a.       Incident Routing  is called horizontal escalation

b.      Hierarchical or vertical escalation

Problems are NOT simply very serious incidents.