ITIL Incident Management process
ITIL Service Operation
Purpose
To restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. (‘Normal service operation’ is defined here as service operation within SLA limits.)
Triggers
- user contacts the service desk
- user completes a web-based incident-logging screen
- event management tool automatically raises the incident
- technical staff notices potential failures and raise an incident or ask the service desk to do so
- suppliers sending notification of a potential or actual difficulty
Triggers
- user contacts the service desk
- user completes a web-based incident-logging screen
- event management tool automatically raises the incident
- technical staff notices potential failures and raise an incident or ask the service desk to do so
- suppliers sending notification of a potential or actual difficulty
Triggers
- user contacts the service desk
- user completes a web-based incident-logging screen
- event management tool automatically raises the incident
- technical staff notices potential failures and raise an incident or ask the service desk to do so
- suppliers sending notification of a potential or actual difficulty
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