Processing and Benefits of Incident Management

An incident can be described as anything that disrupts business continuity. In the IT services sector, we refer to an IT incident as any disruption that can affect anything from a single user to the entire business.
An incident can be identified when an error occurs, which should define a fault, an error, a problem, or the subject that didn't work as expected. The impact of an incident that occurs is immediately felt by the customer.

IT Incident Management is defined as the process of managing IT service disturbances and restoring services. Incident Management aims to restore the service as quickly as possible after the incident has occurred, minimizing the impact of queries and troubles on the business.

Incident Management may also be defined as a process for logging, recording, and resolving incidents. The main aim of Incident Management is to restore the services to the customers with a temporary fix as soon as possible, until a permanent solution is provided.

The aim of Incident Management is to restore normal service performance as quickly as possible and to minimize the adverse effects on business operations, ensuring the quality and availability of the service.

Objectives of Incident Management

• Standardized methods are used for efficient response, analysis, documentation, ongoing management, and reporting of incidents.
• High visibility and communication of queries to IT support staff.
• Maintain user satisfaction with quality service.

Cases of incidents

Service's unavailability: In cases where there is difficulty in using the application due to unavailability of the service, or for any reason if a service or feature becomes unavailable for use.

Error messages in application: Sometimes, unwanted or unnecessary messages may pop up regarding a few errors.

Application query preventing a user from working: If there is any problem regarding the use, working, or functionality of the application.

Disk space full: In any case, if your system's space becomes full and you are unable to function appropriately.

Technical incident: In case any technical issue occurs that disrupts your work procedure, like a failure of any configuration item.

System down: If, by chance, your system goes down due to any reason, by which your work gets interrupted.

New Hardware issues: If your new hardware system encounters any work efficiency problem or if, in case, you are not able to operate it in the exact manner.

Submit and Manage Incidents

It requires only a few seconds to create the incident report that keeps details regarding which service is affected, to whom it is assigned, what task is to be done, and by when it should be resolved.

While adding information, you can add context information along with the custom field to know everything you need. All the listed incidents will be visible on your dashboard; therefore, you can work according to the priority demand of the incidents.

Easy ticketing

Customers to easily raise their issue on a simple online portal provided by Infizo Desk just by entering their ticket. Customers can choose the question from the pre-defined category; if not, then you can just add it manually.

Customers can also keep track of the submission of the reported ticket and maintain touch with the assignee until the procedure of resolving is completed.

Stages involved in Incident Management

There are four stages of major incidents that are considered in Incident Management:

Initial Response: Incident details are logged at the service desk, and configuration details are taken from the configuration management database.

Consolidation Phase: The detection and recording of incidents are done along with its investigation and diagnosis, after which resolution and recovery of the service are completed.

Recovery Phase: After the resolution, the incident comes to its closure. Work regarding incident ownership, monitoring, and communication is finished.

Restoration of Normality: When communication with the user regarding the incident's workaround and request for change is done, then the incident is updated with the record.

Benefits of Incident Management

There are various benefits to be gained from Incident Management, some of them are as follows:

• Improved services to customers in the aspect of quality.
• Detailed information on the aspect of reliability on service.
• Reporting of the issue allows you to track the ticket status with reminders and escalations.
• Workflows and SLA's assure you that the incident will be addressed and not forgotten.
• Our Incident Management Software automatically calculates TAT i.e., Turn Around Time by which you can keep a regular eye on the time taken to resolve the issue; till the time the ticket is closed.  
• We at Infizo Desk maintain all changes and updates done on a ticket and export all information in a PDF at any time.
• Reduction in the impact of incidents.
• Resolving the incident priory rather than its problem.
• Improved monitoring and the ability to explain the reports.

Conclusion

This is how the Incident Management System actually works, making it easy to manage and control the efforts of your organization to cope with all the queries and issues that occur, holding your working. The system provides you with a streamlined process cycle of incident management, making it user-friendly, which is leveraged with the ticket fulfillment process.