Words and Phrases
Incident Management overview
You can use ITSMA Service Management Incident Management to automate reporting and tracking of a single incident or a group of incidents. Incident Management restores normal service operation as quickly as possible and minimizes the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Incident Management helps you achieve service performance that meets Service Level Agreement (SLA), Operation Level Agreement (OLA), and Underpinning Contract (UC) targets. Incident Management enables you to achieve the following results:
- Require Incident records to follow a set process
- Define the users who are responsible for an type incident, and automatically notify them incident opens or escalates
- Issue alerts or escalate an incident to properly meet the agreed-upon terms of the service contract
- Post device outages to the SLA application
- Plan outages based on services that could be affected, based on the CIs specified in an incident or change