The process of incident detection and recording, classification and initial support, investigation and diagnosis, resolution and recovery, and final closure of the incident, form part of the Incident Management Process.

The incident management process involves establishing a service restoration process which aims to:

  • Channel users’ reports of an interruption to a service or drop in quality of a service.
  • Enable validation and diagnosis of the reported incident
  • Manage the process of ensuring incident resolution and restoration of service.
  • Monitoring compliance with defined service level agreements for service restoration and availability.
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ITIL defines an ‘Incident’ as any event which is not part of the standard operation of the service and which causes, or may cause, an interruption or a reduction of the quality of the service. An Incident could be due to a known/existing issue or could be result of a failure or error in the IT object or device.

The objective of Incident Management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user at a cost-effective price, and within defined service levels. Incident Management does not attempt to identify the root cause of the incident and is focused on resumption of normal operations within agreed upon Service Level Agreements.

Incident Management Plans

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