IT incident management is an overall part of IT Service Management. The main objective of IT incident management is to try and bring back IT services back to normal. In spite of the best effort, disruptions are always possible and therefore the main objective is to try and create a situation whereby the least possible negative impact on the business happens. Incidents are unexpected events that disrupt a part or even the entire normal operation of an IT service. The problem in most cases is caused by an underlying issue and this when not identified in the right time could lead to an incident. Problem management is about the measures that are taken to prevent the occurrence of such an incident.
How Does IMS Help
IMS stands for Incident Management Software and it is considered highly critical and vital. It helps to keep an organization ready and be prepared for any unforeseen software, hardware or even security failings. It also helps in bringing down the severity and duration of disruption because of such events. All these are done by following a time-tested, proven and established ITSM framework. These could include ITIL or IT Infrastructure Library or even COBIT. It also could be based on a combination of various guidelines and the best practices that have been established over a period of time.
How Does The IT Incident Management Process Work
When one looks at it in practice, IT Incident Management often has to rely upon various temporary solutions and workaround. This ensures that services are up and running as the staff simultaneously investigates the incident and also tries and find out the root cause of the same. Once the root cause has been firmly established, the effort is on trying and developing as well as rolling out a permanent fix for the problem. We need to bear in mind that specific processes and workflows in IT incident management differs depending on the way each IT organization works and also takes into account the issues that are being addressed.
Most IT incident management workflows start with the IT staff and users trying to address the problem in a proactive manner. This could relate to incidents such as a slowdown in the network and so on. The effort and focus of the IT staff are to contain the incident and restrict it as much as possible. Such proactive steps also in most cases make it sure that the incident does not spread and impact other areas of IT deployment. An effort is also made to find a temporary workaround or to try and implement recovery and fix of the system. The releases the system back into the production environment. The IT staff then reviews and makes a log of the incident so that it can be used for future reference.
Most IT incident management workflows begin with users and IT staff pre-emptively addressing potential incidents, such as a network slowdown. IT staff contains the incident to prevent potential issues in other areas of the IT deployment. Then, they find a temporary workaround or implement a fix and recovery of the system and release that system back into the production environment. IT staff then reviews and logs the incident for future reference.
Focus On Documentation
Further, there is a clear attempt to document the entire incident when one puts in place the right Incident Management Software systems. This is very important and vital because it helps the staff and other software personnel to find such previous incident and also find out about the trends. This could certainly be very useful in addressing the incident and try and find out temporary workaround before the entire problem is addressed.