Incident management is a process that involves the organization and coordination of efforts to address and resolve information technology incidents. An incident is any type of failure or disruption that has a business impact or poses a risk. The goal of incident management is to quickly restore service by implementing short-term fixes or workarounds. Long-term solutions to prevent similar incidents from occurring in the future are typically addressed through a separate process called problem management. The main focus of incident management is on providing timely and effective resolution to incidents, while problem management aims to identify and address the underlying root causes of incidents.
The following are common incident management techniques and considerations.
- Call Tree
- Corrective Action Plan
- Downtime
- Escalation
- Incident
- Incident Management Software
- Mean Time Between Failures
- Mean Time To Recovery
- Mean Time To Repair
- Problem Management
- Root Cause
- Self Service
- Service Desk
- Service Level Agreements
- Service Support
- Support Levels
- Trouble Ticket
- Troubleshooting
