IT Governance

Codified Steps to ITIL Incident Management Process Flow

IT infrastructure library (ITIL) is a vital step to establish an effective IT service management (ITSM). ITIL enables businesses to address IT issues by clearly defining the roles of each person in the team.

In this blog at SolarWinds Service Desk, Jason Yeary explains the importance of ITIL incident management for organizations. To ensure if all incidents are well-handled, establish, execute, and maintain adherence to an incident management process in each ITIL framework.

Best Practices

Incident management may turn IT efforts like change, problem, and service level management to address the issues. However, an ideal approach to avoid a gradual shift in incident management is to develop an incident model.

The incident model comprises steps to handle instances, process flow, and considerations of addressing one incident based on others. A well-designed incident model also involves the tasks to handle the conflicts that may impact other IT areas.

Smart Steps

The execution of an incident management process needs adherence to a set of codified steps. Failing to adhere to any of the steps may impact the incident management process. So, here are some careful considerations to keep in mind while following the procedure:

  • Incident Identification & Logging: As per your organization’s service-level agreements (SLAs), the incident identification and logging can take multiple forms. Irrespective of a specific system in place to identify the incidents you are dealing with has a protocol to document the incident.
  • Incident Categorization: It is crucial to categorize incidents and determine the correct response because the resources are not infinite.
  • Incident Prioritization: A well-structured protocol to prioritize incidents, reliant on their severity, can determine incident response and the resource reallocation. First come, first serve may not fulfill the overall purpose of incident management.

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