ITIL Definition : To this end ITSD has elected to adopt the standard….
Incident Management interlinks very closely with several other ITIL processes as follows:- Problem Management (which deals with incidents that cannot be easily resolved or are repeated) Service Desk (which is responsible for recording and monitoring incidents) Change Management (which is responsible for introducing controlled changes) Service Level Management (which negotiates and agrees service levels with Clients) Definitions Below are the key definitions which are relevant to Incident Management.
Incident Definition In order to determine the IT Services which will be managed by Incident Management, it is necessary to define what constitutes an Incident within ITSD.
To this end, ITSD has elected to adopt the standard ITIL definition for an incident which is:- “Any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service” Normal service operation’ is defined here as service operation within Service Level Agreement (SLA) limits.
Incidents will generally be managed via the Incident Management process and procedures.
Query Definition A Query has been defined by ITSD as:- “Any request for information from customers and users” Queries will generally be managed via the Incident Management process and procedures.
Service Request (Standard) Definition A Standard Service Request has been defined by ITSD as:- “Any request for work to be undertaken from customers and users or operational duty which does not require significant effort and has a documented procedure to follow” In this case, significant effort has been determined to be 2 or more working days.
Standard Service Requests will generally be managed via the Incident Management process and procedures.
Critical Incident Definition A Critical Incident has been defined by ITSD as:- “Any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service and has a significant impact on an important University business process”
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ITIL - Accredited ITIL Foundation, Intermediate and Expert Certifications
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