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 What Is Incident Management?

What Is Incident Management?

Level 1 Help Desk Services Explained

Incident management is closely aligned with the service desk. The Service Desk is the single point of contact for all users communicating with the IT department or service.

When a service is disrupted or fails to deliver the promised performance, or if there are technical issues that are impacting the level of service required – it’s the service desk’s role to restore normal operation as quickly as possible. 

If any condition that has the potential to result in a breach or degradation of service (within an SLA), this should trigger a response within the service desk that prevents the actual disruption from occurring. That is Level 1.

Objectives Of Incident Management Explained

These are the objectives of incident management:

  • Incident identification
  • Incident logging
  • Incident categorization
  • Incident prioritization
  • Initial diagnosis
  • Escalation, as necessary, to level 2 support
  • Incident resolution
  • Incident closure
  • Notes, recommendations, and observations
  • Communication with the user, support staff, management throughout the life of the incident.

Incident management is not expected to perform root cause analysis to identify why an incident occurred. The focus of incident management is to do whatever is necessary to restore the service within the SLA’s time requirements of the business.

Prior to the initialization of any service and service level agreement (SLA) with a client, the Selenium Group focuses on what matters to a client’s specific business service classification and service delivery criteria. A single service for one client may not have the same priority and impacts as to another client, utilizing the same service.

We specialize in focusing on what matters to each and every client. That way, our incident management team and its members, understand fully the expectations of each client, and each service. It’s a tailored solution that can work for your business. If you would like more details about our incident management service, please don’t hesitate to give us a call.

Read our dedicated page on our IT Help Desk Services. It includes the top 12 Help Desk Metrics used to support our clients.

As a Managed Service Provider (MSP), we’ve got you covered.

The Selenium Group Team

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