Incident Management ITIL process

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

The Service Management Incident Management module supports the incident management function of the Information Technology Infrastructure Library (ITIL) to detect and resolve incidents. Incident Management is described in the ITIL core publication "Service Operation." The purpose of Incident Management is to restore normal service operation as quickly as possible. The result is reduced down time and increased service availability. Incident Management aligns IT activity to real-time business priorities. Incident Management metrics help you identify opportunities to improve existing services, add new services, or develop new training.

Incident Management minimizes the adverse impact on business operations to ensure that the best possible levels of service quality and availability are maintained.

Service Management standardizes the ITIL activities into discrete phases within a predefined process:

Incident detection and recording (Logging)

Classification and initial support (Categorization)

Investigation and diagnosis (Investigation)

Resolution and recovery (Recovery)

Incident closure (Closure)

Service Management Incident Management defines normal service operation as the service performance level required to meet defined Service Level Targets.