Incident Management
The definition of an incident is ‘an unplanned interruption to an IT service or reduction in the quality of an IT service.’
The Incident Management process involves the receipt, notification, resolution, and documentation of all incidents across the IT services UFIT delivers. The goal of the process is to find a resolution or workaround with minimal disruption to the customer. Resolution involves restoring a normal or pre-existing service operation as quickly as possible to the customer.
Best practice Incident Management also includes a strong administrative component. This includes the capture of information about all IT service components and their stability, usage, and criticality. By analyzing that information, issues can be proactively anticipated and corrected before they result in an incident.