Incident Management application

The Incident Management application automates reporting and tracking of a single incident or a group of incidents associated with a business enterprise. It enables you to categorize types of incidents, and keep track of their resolution.

With Incident Management, the appropriate people can escalate and reassign incidents. Incident Management can also escalate an incident to properly meet the agreed-upon terms of the service contract. For example, if a network printer is disabled, a technician or manager can escalate the incident to a higher priority to ensure that the incident is fixed quickly.

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. It includes events that are communicated directly by Users, either through the Service Desk or through an automated interface between Event Management and Incident Management tools.

Incident Management defines normal service operation as service performance to meet Service Level Agreement (SLA), Operation Level Agreement (OLA), and Underpinning Contract (UC) targets.

Incidents can be reported and logged by support staff, who may notify the Service Desk if they notice an issue. Not all events are logged as incidents. Many classes of events are not related to disruptions at all, but are indicators of normal operation or are simply informational.