![]() ![]() If possible, Incidents should be matched to other Incidents, Problems and Known Errors. Initial categorization and prioritization of Incidents is a critical step for determining how the Incident will be handled and how much time is available for its resolution (see checklist Incident Prioritization Guideline). The Incident Management process can be triggered in various ways: A user, customer or supplier may report an issue, technical staff may notice a (potential or actual) failure, or an Incident may be raised automatically by an event monitoring system.Īll Incidents should be logged as Incident Records, where their status can be tracked, and a complete historical record maintained. Service interruptions are handled through Incident Management, and Service Requests through Request Fulfilment. ITIL distinguishes between Incidents (service interruptions) and Service Requests (customer or user requests that do not represent a service disruption, such as a password reset). ![]() The YaSM service management model includes a process for managing incidents that is a good starting point for organizations that wish to adopt ITIL 4. In our YaSM Service Management Wiki we describe a leaner set of 19 service management processes that are more in tune with ITIL 4 and its focus on simplicity and "just enough process". ![]() Since the processes defined in ITIL V3 have not been invalidated with the introduction of ITIL V4, organizations can still use the ITIL V3 process of Incident Management as a template. Based on this guidance, organizations are advised to design a process for managing Incidents in line with their specific requirements. ITIL 4 therefore refers to Incident Management as a service management practice, describing the key activities, inputs, outputs and roles. ITIL V4 is no longer prescriptive about processes but shifts the focus on 34 'practices', giving organizations more freedom to define tailor-made processes. 1) follows the specifications of ITIL V3, where Incident Management is a process in the service lifecycle stage of Service Operation. The Incident Management process described here ( fig. ![]()
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