About Incident Management
Incident Management is one of the core ITIL-based processes, and one that ServiceDesk users work with the most frequently. With the Incident Management process, users can manage and quickly resolve incidents themselves, and analysts can manage, track, and prioritize issues.
The goal of Incident Management is to recover from incidents and restore service to users as quickly as possible.
Incident Management includes the following key features:
- The Automation rules designer lets you execute actions based on 13 potential decision points.
- The 13 decision points, or rulesets, let you create rules for routing, email, and other actions. When the ruleset is initiated, the rules execute automatically.
- In addition to the 13 default rulesets, you can create your own rulesets based on your organization's requirements.
- An intuitive form for users to submit incidents from the self-service portal.
- The ability to include information about the user and the user’s assets in the incident data in the incident form.
- The inclusion of specialized tasks that help the technician diagnosing the issue and provide opportunities to either resolve or escalate the issue.
- Opportunities to use the knowledge base to help the technician resolve an incident and to provide additional information to the user.
- The inclusion of the user in the Incident Management process, by letting the user decide if an issue is resolved to their satisfaction. The user can also provide feedback on their service experience.
The Incident Management process provides information to the other ServiceDesk processes as follows:
- A collection of incidents that can be used in Problem Management to identify root causes of incidents. When the root causes are identified, they can be resolved to prevent further incidents from occurring.
- Information from the incidents, which is used in Change Management to determine how to standardize methods and procedures for efficient handling of all changes.
- Serves as a source of information for future knowledge base articles.