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ITIL Incident management
1.
Incident Management
2.
Incident Management goal
3.
Incident Workflow
4.
Incident Management Example
5.
Incident Detection Detect
the incident by classifying the request type as “Incident”
6.
Incident Classification Categorize
the incident with Category, Sub-category and Item
7.
Automated classification using
Business Rules When incoming incidents are more, use Business Rules for automated classification
8.
Defining Impact, Urgency
and Priority Define the priority based on urgency and impact
9.
Search for solutions
or workarounds Search for existing workarounds or solutions from Knowledgebase
10.
Assigning to a
specialized group Refer the incident to a specialized group when the help desk technicians are unable to resolve it
11.
Provide Resolution to
the end-user Make the incident resolution a part of knowledge-base
12.
Close the incident
with user confirmation Close the incident after getting the confirmation from the end-user
13.
Initiate a Problem
request Create a problem request from the incident if the issue requires further analysis and to find out the root cause
14.
www.servicedeskplus.com Contact us:
servicedeskplus@manageengine.com
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