what is incident management?

ITIL Incident Management What is it? Incident Management (IM) is one of the components in the ITIL Service Support area. The primary focus of IM is to restore services following an incident as quickly as possible. IM is primarily a reactive process; its processes provide guidance on diagnostic and escalation procedures required to quickly restore services. Incident Management activities include: Detecting and recording incident details Matching incidents against known problems Resolving incidents as quickly as possible Prioritizing incidents in terms of impact and urgency Escalating incidents to other teams as appropriate to ensure timely resolution Why should I implement Incident Management? Benefits of implementing Incident Management processes include: Maintaining service levels Meeting service availability requirements Increasing staff efficiency and productivity Improving user satisfaction TeamQuest Addresses ITIL Incident Management TeamQuest directly supports ITIL Incident Management processes by gathering real-time and historical performance data and providing analysis tools that speed restoration. TeamQuest Alert monitors activity throughout the data center and watches for incidents and issues that could impact services. It automatically evaluates server and application performance based on built-in rules of thumb, and displays text and color performance indicators. Once an incident is detected, related performance information and user activity can be accessed for rapid top-down analysis. TeamQuest IT Service Reporter automates the production and distribution of incident reports via the Web or in PDF or Excel formats. It provides near real time and historical reports that you can customize for different audiences. You can select appropriate charts and graphs, organize and annotate them, add a corporate logo, and arrange it all with appropriate explanations and labeling. TeamQuest software supports Incident Management by: Gathering historical and real-time performance data Identifying performance bottlenecks Speeding restoration by easily drilling down to pinpoint the causes of incidents Minimizing the number of incidents by alerting IT staff to impending issues before they impact users