Incident Management
A systematic approach to identifying and resolving incidents in IT environments.
Classification
- ComplexityMedium
- Impact areaOrganizational
- Decision typeOrganizational
- Organizational maturityIntermediate
Technical context
Principles & goals
Use cases & scenarios
Compromises
- Incident may not be resolved in time
- Lack of communication during the incident
- Insufficient documentation of incidents
- Regular training for staff
- Establish a timely communication plan
- Simple documentation of incidents
I/O & resources
- Incident Report
- Diagnosis Information
- Resource Access
- Resolved Incidents
- Analysis Reports
- Satisfied Customers
Description
Incident Management is a key process in IT Service Management aimed at quickly identifying, analyzing, and resolving incidents. An effective incident management minimizes the impact on operations and ensures a rapid recovery of service.
✔Benefits
- Improved Response Times
- Increased Customer Satisfaction
- Better Resource Utilization
✖Limitations
- Limited resources in emergencies
- Complexity in large organizations
- Dependence on technology
Trade-offs
Metrics
- Response Time
Time until first response to an incident.
- Resolution Time
Duration until full resolution of an incident.
- Customer Satisfaction Score
Assessment of customer satisfaction with incident management.
Examples & implementations
Implementation of ITIL for Incident Management
A company implements ITIL to manage incidents in a structured manner and improve efficiency.
Optimization of Incident Management
An IT team works on optimizing incident management to reduce incident resolution times.
Use of a Ticketing System
A company implements a ticketing system to track incidents more efficiently.
Implementation steps
Train an incident management team
Set up a ticket system
Develop processes and guidelines
⚠️ Technical debt & bottlenecks
Technical debt
- Outdated IT systems
- Insufficient documentation
- Lack of scalability
Known bottlenecks
Misuse examples
- Ignoring incident reports
- Overloading the support team
- Insufficient documentation of incidents
Typical traps
- Insufficient definition of responsibilities
- Waiting until the last moment for adjustments
- Technology overload
Required skills
Architectural drivers
Constraints
- • Budget Limitations
- • Resource Availability
- • Technological Infrastructure