From the course: IT Service Desk: Service Management
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Process components
- The incident management practice creates clear, consistent processes for handling and managing different types of incidents. Within the incident management practice, processes must be developed for three key areas. Determine staffing and resources to handle incidents, procedures for how incidents will be documented, handled and escalated, and how and when updates will be communicated to customers. Incident management process activities must be defined, documented, trained, monitored, and continuously improved. This involves a number of steps that you'll see reflected in the chart. Service management provides best practice guidance for each of these activities. You can adapt them to work within your business requirements, and develop them based on your technology. So let's start with identification and logging. Once an incident is identified, which, as we can see on the chart, can come from a multitude of…
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