Purpose: To minimize the negative impact of incidents by restoring normal service operation as quickly as possible. This is critical for user productivity and business continuity.
Definition: An unplanned interruption to a service or reduction in the quality of a service.
Exam Details: Must log & manage every incident. Prioritize based on business impact/urgency. Categorize to aid routing. Use scripts for simple ones. May involve specialized knowledge for complex ones / escalation. Self-help encouraged. ITSM tools can match to Problems/KEs. Can invoke Disaster Recovery for major incidents. Doesn't usually include detailed diagnostic procedures. Triggered by Monitoring/Events. Distinct from Service Request & Problem.
Practical Implementation:
Challenges: Accurately prioritizing incidents, ensuring timely communication with users, managing expectations, coordinating multiple teams, identifying root causes quickly.
CSFs: Clear incident logging procedures, well-defined roles and responsibilities, effective communication channels, access to knowledge bases, skilled support staff, integrated ITSM tools.
Your Role: Even if you're not a front-line service desk agent, you may be involved in resolving escalated incidents, contributing to knowledge articles, or identifying recurring incidents that indicate underlying problems.