IT service process
Incident Management
ITIL
Description
Referenced process
Incident Management
Description
The primary goal of the Incident Management process it to restore normal service operation as quickly as possible and minimise the adverse impact on business operations, thus ensuring that the
highest possible levels of service quality and availability are maintained.
For this reason, Incidents are recorded, classified and allocated to appropriate specialists, incident progress is monitored, and Incidents are resolved and they are closed.
Incident Management is essential to the other ITIL processes as it provides valuable information about infrastructure errors.
Assessment
Assessment

Answer | Assessment question | Weighting
--- | --- | ---
No | Do you distinguish between incident and problem? | 2
Yes | Is there central service desk? | 2
Yes | Is there service desk "Single Point of Contact"? | 1
Yes | Does the service Desk meet users expectations? | 1
Yes | Have you defined responsibilities for Second Level Support? | 1
Yes | Do you monitor efficiency criteria for your service desk? | 1
Yes | Do you use defined methods to decrease effectively the number and cruelty of incident announcements? | 1