Incident Management

Incident Management:
Goal of Incident Manager is to restore the service to normal operations asap with minimum impact to client/business.
Incident Manager is responsible for Incident Management and Critical Incident Management Processes that needs to be triggered for every Incident ( With SLA targets in mind). Incident Managers often separate their tickets into 2 separate streams:
1) Incidents: Any event which is not part of standard operation of service and causes disruption, outage or degradation of service.
2) Request for Service: Any request from the user for support, information or advice
Response to Incident is based on Priority, which depends on Impact and Urgency of Incident. There are basic 2 type or response for Incident Management:
Critical or High Priority Incident: this triggers Critical Incident Management Process. Usually there is a Team of subject Matter Experts who are always available and start working on the incident with Incident Manager within few minutes of the incident. Once this team figures out the issue and what will fix it, they call Emergency Change Approver committee to approve a change and fix the issue.
Non Critical Incidents: This kind of incidents follow a normal path where incident is assigned by service desk to a specific group and someone from that group works on the incident and gets back to client within set time frame.
Various Processes for Incident Management are:

• Incident detection and recording
• Classification and initial support
• Investigation and diagnosis
• Resolution and recovery
• Incident closure
• Incident Entry Template
• Continuous Monitoring Procedure
• Critical Incident Management Procedure
• Escalation Process


KPI’s for Incident Management:
• % SLA Achieved
• % of incidents closed within target RTO
• % of incidents handled within set response time
• % of incidents incorrectly prioritized