Incident Management | Gieom
"Incident management is the process of identifying, analyzing, and resolving incidents that occur within an organization's IT infrastructure or business operations. An incident is defined as any unplanned event that disrupts or degrades a service or system. Incident management involves a series of steps designed to minimize the impact of incidents and restore normal operations as quickly as possible.
The incident management process typically involves the following steps:
1.Incident identification: This involves detecting and reporting incidents as they occur. This can be done through various channels such as email, phone, or a dedicated incident reporting system.
2.Incident logging: This involves recording details about the incident, including its severity, impact, and any relevant information.
3.Incident categorization: This involves classifying incidents based on their type and severity. This helps prioritize incidents and allocate resources accordingly.
4.Incident prioritization: This involves assessing the impact and urgency of the incident to determine its priority level.
5.Initial diagnosis: This involves investigating the incident to determine its root cause and potential resolution.
6.Escalation and notification: If the incident cannot be resolved at the initial level, it is escalated to a higher level of support or management.
7.Incident resolution: This involves implementing a solution to resolve the incident and restore normal operations.
8.Incident closure: Once the incident is resolved, it is closed and documented for future reference.
9.Incident review: This involves analyzing the incident to identify any lessons learned and areas for improvement.
Effective incident management is essential for minimizing the impact of incidents on an organization's operations and maintaining customer satisfaction. It involves a coordinated effort between various teams, including IT support, operations, and management." https://www.gieom.com/solution....s/incident-managemen #incidentmanagement
