An incident can be defined as an event encountered during testing or in a live environment that requires review. They can occur due to some issues in software development, hardware usage or service request errors. All the occurring incidences are need to be recorded and fixed in an organized manner.
This is when the incident management comes into the picture. Incident management is the process that focuses solely on handling and escalating incidents as they occur to restore defined service levels. The main goal of incident management is to take user incidents from a reported stage to a closed stage including reporting. Incident management is not part of actual fixing a bug or an error.
Incident management basically is a process for logging, recording and resolving the incidents as quickly as possible to restore the business process or service back to normal. Incident management is the overall process starting from logging incidents to resolving them.
The formal structures of incident management system includes prioritization, categorization, and SLA requirements. Some related terms in Incident management are:
Incident Management Process
Incident management overall process starts from logging an incidents to resolving it. During the life cycle of an incident, it gets addressed is a systematic and effective manner. In ITIL, incidents go through a structured workflow that encourages efficiency and best results for both providers and customers. ITIL recommends the incident management process follow these steps:
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