This white paper discusses how the Incident Management process can be refined to deliver faster recovery of normal service operations. The paper does not aim to analyse the entire end-to-end working of the Incident Management process, but rather concentrates on identifying the key ‘decision’ points in the process that can lead to delays in returning to normal service or worsen the impact of an incident.


In my last white paper, Risk reduction through proactive Problem Management1 I looked at the relationship between Problem Management and Incident Management. In this paper I want to take a closer look at the Incident Management process and identify the key decision points that can delay a return to normal service or worsen the impact of an incident. Once these decision points are understood then improvements can be made to the end-to-end Incident Management process that will lead to faster incident resolution. ITIL defines an incident as – “An unplanned interruption to an IT service or reduction in the quality of a IT service.” Personally, I prefer a punchier definition – “A loss or degradation of an IT service to the user.”

Mike Simpson

 Download The Full White Paper HERE 



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