Incident Management Overview

The Micro Focus Service Manager Incident Management application, referred to as Incident Management throughout this chapter, supports the Incident Management process. It provides comprehensive Incident Management that allows you to restore normal service operation as quickly as possible and minimize the adverse impact on business operations.

Incident Management enables you to categorize and track various types of incidents (such as service unavailability or performance issues and hardware or software failures) and to ensure that incidents are resolved within agreed on service level targets.

This section describes how Incident Management implements the best practice guidelines for the Incident Management processes.

Topics in this section include:

• Incident Management within the ITIL framework
• Incident Management application
• Incident Management process overview
• Input and output for Incident Management
• Key performance indicators for Incident Management
• RACI matrix for Incident Management