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Incident Management

The function of the Help Desk is to act as the central point of contact between customers of IT services (end users) and the IT service provider (IT department). Its role is to handle all requests for service, including Incidents.

An Incident is defined as any event that is not part of the standard operation of a service, and causes, or may cause, an interruption to, or a reduction in the quality of service. The goal of Incident Management is to restore normal service as quickly as possible, with minimal disruption to the business. This ensures that the highest achievable levels of availability and service are maintained.

Incident Management objectives include:

• Incident detection and recording

• Classification of all Incidents and initial support

• Investigation and diagnosis

• Escalation

• Resolution and recovery

• Incident closure

• Incident ownership, monitoring, tracking and communication.

Implementing Incident Management

To set up the Incident Management Process in the system, complete the following step:

1. Review the Incident Management Workflow within the Service>Workflows tab. (See: Incident Management Workflow.)
   
   

2. Edit the Default Incident Management Team within the User>Teams screen. (See: Incident Management Team.)
   
   

3. Associate the SLA to an Item or Customer or Org Unit. This final step ties all the elements together when an Incident is created, as the SLA associated with the Item, Customer or Org Unit assigned to the Incident determines the Workflow, Team and Technicians  that are made available within the Incident Information screen.