Seven Monies Services Presents – Incident Management
Sevenmonies
techsupport Incident is defined as any event which
is not part of the standard operation of the service and which causes, or may
cause, an interruption or a reduction of the quality of the service. An
Incident could be due to a known/existing issue or could be result of a failure
or error in the Technology object or device.
The objective of Incident Management is to restore
normal operations as quickly as possible with the least possible impact on
either the business or the user at a cost-effective price, and within defined
service levels. Incident Management does not attempt to identify the root cause
of the incident and is focused on resumption of normal operations within agreed
upon Service Level Agreements.
The process goes like – incident detection and
recording, classification and initial support, investigation and diagnosis,
resolution and recovery, and final closure of the incident, form part of the
Incident Management Process.
Once identified, categorized, prioritized, and
logged, the service desk can handle and resolve the incident. Incident
resolution involves five steps:
1. Initial diagnosis: This occurs when the user
describes his or her problem and answers troubleshooting questions.
2. Incident escalation: This happens when an incident
requires advanced support, such as sending an on-site technician or assistance
from certified support staff. As mentioned previously, most incidents should be
resolved by the first tier support staff and should not make it to the
escalation step.
3. Investigation and diagnosis: These
processes take place during troubleshooting when the initial incident
hypothesis is confirmed as being correct. Once the incident is diagnosed, staff
can apply a solution, such as changing software settings, applying a software
patch, or ordering new hardware.
4. Resolution and recovery: This
is when the service desk confirms that the user’s service has been restored to
the required SLA level.
5. Incident closure: At this point, the incident is
considered closed and the incident process ends.
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