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Zeeshan Ahmed zeeshanqau@hotmail.com

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j ×hat is incident
j Objective of Incident Management
j Mission of Incident Management
j Inputs / Outputs of Incident Management
j Activities of Incident Management Process
j The Critical Success Factor
j Difference between Incident management & Problem Management
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An 'Incident' is any event which is not part of the

standard operation of the service and which causes,
or may cause, an interruption or a reduction of the
quality of the service.
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The objective of Incident Management is to restore

normal operations as quickly as possible with the
least possible impact on either the business or the
user, at a cost-effective price
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j Incident Management Policies
j Processes and Procedures
j Incident escalation standards
j Dedicated Incident Management Process Owner
j Incident Classification Categories
j Incident Reporting Templates
j Incident communications and Training
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Inputs for Incident Management mostly come from
users, but can have other sources as well like
management Information or Detection Systems. The
outputs of the process are RFC¶s (Requests for
Changes), resolved and closed Incidents,
management information and communication to the
customer


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j Incident detection and recording

j Classification and initial support
j Investigation and diagnosis
j Resolution and recovery
j Incident closure
j Incident ownership, monitoring, tracking and communication
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The Critical Success Factors are:
j Maintaining Service Quality
j Maintaining Customer Satisfaction
j Resolving Incidents ×ithin Established Service Times



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j Incidents and Service Requests are formally managed through a

staged process to conclusion. This process is referred to as the
"Incident Management Lifecycle". The objective of the Incident
Management Lifecycle is to restore the service as quickly as possible
to meet Service Level Agreements. The process is primarily aimed at
the user level.
Problem Management deals with resolving the underlying cause of
one or more Incidents. The focus of Problem Management is to
resolve the root cause of errors and to find permanent solutions.
Although every effort will be made to resolve the problem as quickly as
possible this process is focused on the resolution of the problem rather
than the speed of the resolution. This process deals at the enterprise
level.
For any Comments or Suggestions

Zeeshan Ahmed
Manage Services Professional /NOC Consultant / QoS Consultant
zeeshanqau@hotmail.com
Skype: zeeshan.ahmed95