You’re in early today, and you need to prepare for an important meeting. But the printer is broken. It’s some kind of paper jam again. These kinds of incidents can disrupt your organization’s core business if they’re not handled properly. But that’s what Incident Management is for. It helps you fix disruptions, so you and your organization’s other callers get the help they need as soon as possible. Synonyms for incident management are: ticketing management, call management or request management.
In short, Incident Management is a process of IT Service Management (ITSM). This process is focused on returning the performance of your organization’s services to normal as quickly as possible. Ideally, in a way that has little to no negative impact on your core business. This means incidents sometimes rely on temporary workarounds, while you identify the root problem of an incident afterwards.
Incidents are logged, and the process of solving them is recorded. Have you helped the caller of the incident? Then the incident can be resolved and closed.
In short, the benefits of Call Management include:
An incident is a single event where one of your organization’s services isn’t performing as desired. This also includes internal services. For instance, a broken printer, or a PC that doesn’t boot properly. According to ITIL principles, callers or service desk employees log an incident after it’s been reported. Open incidents are monitored until they’re resolved and/or closed. In some ITSM tools, you can use standard solutions to quickly resolve recurring incidents.
Most service organizations also make use of urgency and impact when determining how to prioritize currently opened incidents. For instance, a high urgency and impact lead to a high severity. You should process these high priority incidents as fast as possible. If an incident has a low severity, it may become less important than more pressing incidents. Read more about setting up a priority matrix for incidents.
Want to experience how Incident Management tools work in practice? Watch the video about incident management and the self-service portal by TOPdesk.
An incident concerns a brief disruption to one of your organization’s (IT) services. But a change or problem is bigger than that. In ITSM, a change concerns activities such as replacing someone’s workstation (a simple change). Or even replacing a whole department’s workstations (an extensive change).
In ITSM, a problem is used to register recurring disruptions to your IT infrastructure. For instance, if one printer breaks down every week, it’s no longer efficient to fix it every week. In that case, it’s better to register a problem in your ITSM tool and find the underlying cause.
In the ITIL framework, Incident Management is part of the Service Operation lifecycle stages. This is one of the five lifecycle stages of the ITIL framework. The Service Operation framework focuses on using robust best practices that support responsive services. Want to learn more about the ITIL framework? Read the glossary page what is ITIL?
TOPdesk has a lot of experience with Incident Management. You could even say it’s our core business. Over the years, we’ve come up with several best practices for managing incidents, which makes implementing this process easy. Here are the five most important best ones:
Want to learn more? Explore what our TOPdesk feature Incident Management does.