Fast Incident Creating

What is Incident Management?

Incident management is best practices in ITIL 4 and be included in the ITIL service value system (SVS) called ITIL 4 practices. The objectives of this practice will focus on: "Reduce the negative impact caused by abnormality and be able to return to normal state quickly", which should have a process to record and deal with that incident.

Usually, incident management is excluded a diagnostic process to investigate and locate the root cause of a problem. But will focus on providing guidance or inspection, that lead to diagnose more effectively and to be able to return to normal as quickly. The main principles of Incident management must be as follows:

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• Incidents must be logged

• Incidents that happened, should be fixed according to the specified time frame (Meet target resolution times)

• Incidents that happened, should be prioritized for the event

Calculating the priority or setting the priority, you can calculate the value from the following example.

Priority = Urgency x Impact

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Incident Management – Escalation

There are two types of escalation, called functional escalation and hierarchical escalation. The difference between the two types is functional escalation, which is the transmission of work by taking into account the capabilities of the individual, for example, an incident involving a network should be forwarded to person or team, who have networking specialized to solve the problems. 

Hierarchical escalation is a cross-hierarchical forwarding. In this case, it is used in the incident requiring a decision to take such an event may require approval or need a decision made by a manager or higher management level and etc.