An incident is a disruption of normal service that affects the user and the business. The goal of Incident
Management is to restore IT services to the normal state as soon as possible with workarounds or solutions to
make sure that it does not affect business.
An incident is an event that is not part of the standard operation; it is an event that you don’t want to happen,
however it eventually happens. In simple words, Incident Management is a process to manage disruptions in
critical IT services and restore them ASAP.
It may sound like a sugar-coated sophisticated trouble ticketing system. However, Incident Management tells
you how to implement an IT Helpdesk that understands and works to meet business priorities.
Incident Management outlines the need to have a process to restore services. ServiceDesk function is the glue
that binds the Service Support modules together with a Single Point of Contact to the user and ensures that IT
Services stay focused on business.
• Record Basic User Details
• Is the user reporting an outage or asking for a new service
• If he is asking for new service – New Service Request
o Train your helpdesk analysts to get back to users who ask for new services
o Train them to record details of requests with urgency and priority
o Train the helpdesk team to look for new service plans and milestones
o Train them on where should they look for answers to FAQs
• If he is reporting about outage or disruption—Incident
o Determine whether it is an Incident or not with basic diagnosis
o Check whether you can help with a resolution from the knowledge base
o Assign Incident to Specialist Support Group
o Work closely with Specialist Support Group to provide resolution to the user
o Close the incident with user confirmation