Tell me more about incident management
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- So what is an incident? Cause incidents do occur. Well, the idle definition of an incident is the unplanned interruption to the agreed or normal level of service. Or a reduction in the quality of the service. But what does that actually mean? It means that the service isn't working as it should be working. Or it's not working to the same level it should be working. And the whole point of incident management is to try and get the users back up to that normal, or as close to that normal level as soon as possible. But what you have to remember is that incident management is very much like first-aid. It is not designed to get to the root cause of what created that incident It's about getting the user community back up and running as quickly as possible.


- And exactly that. A good example is very common in a lot of I.T. enabled will services the nature of a service becoming unavailable. So one minute it was working this morning, and this afternoon the service becomes unavailable to the users. At Incident Management we obviously not just see the absence of no operations of service, but often there very business prioritized where we'd understand what the impact of that incident is to the organization. And typically apply workaround. For example, most workarounds would often be like reboot, reinitialize the system, the service. And therefor service is restored back to the norms of the users, and they become productive once again.


- So the incident is about get is the unplanned interruption. Incident management is about getting the user back up and running as quickly as possible. Using whatever is needed. So a reboot is a really good example as Marty's already said. A reboot gets the user back up and running. We don't care, inverted commas, why it happened. That is problem management. Incident management is about getting the users back up and running.

About the Author

Martin is a professionally qualified and experienced IT Professional with over 25 years of experience in the IT industry. He has held a number of senior roles and has experience of large-scale IT Service Management implementation programs both in public and private sectors. He has over 15 years of experience working for QA as both a Senior principal lecturer/consultant and as Head of Service Management Product Development. Martin has delivered training to a wide variety of audiences, both UK and internationally, to consistently high levels of customer satisfaction.

His main role at QA is acting as a Head of Service Management Product Development to enable QA to deliver high quality, interactive training in the following areas:

  • Delivering a wide range of public ITIL, SIAM, and BRM courses
  • Delivering onsite ITIL and SIAM courses
  • Developing high-quality QA authored Service Management courses and courseware across all delivery mechanisms including classroom, e-learning, and virtual
  • Working with Industry partners to develop new curricula and courses – Recent examples include ITIL Practitioner and the BCS EXIN SIAM Foundation qualifications