ITIL Incident Management aims to minimize disruption to the business by restoring service operation to agreed levels as quickly as possible.
"Incident Management is often the first process instigated when introducing the ITIL quality framework to a Service Desk, and offers the most immediate and highly visible cost reduction and quality gains."
The effectiveness of Incident Management is closely aligned to the accuracy and design of the CMDB (Configuration Management Database), and its ongoing effectiveness is significantly aided by the implementation of ITIL Problem and Change Management.
The role of the ITIL Service Desk
The ITIL Service Desk provides a vital central point of contact between the customer and the IT organization. The Service Desk encompasses a range of services that reach beyond the typical Help Desk, including the ability to process incidents, problems, enquiries, change and service requests, and IT service management processes (e.g. Configuration Management).
The ITIL Service Desk is often seen as the 'front door' into an organization where quality service is delivered. Its purpose is to ensure that customers are able to resume their work as quickly as possible following a disruption to an IT Service, minimizing the adverse impact on business operation.
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