Incident Management Process
OIT’s incident management is a process that helps to restore normal IT service operation as quickly as possible. Incidents are events that are not part of the standard operation of a service. These events may cause an interruption to or a reduction in the quality of that service. Incident management is meant to minimize impact on University business operations, ensuring that the best possible levels of service quality and availability are maintained.
Where an IT incident is considered to be serious in nature, or multiple occurrences of similar incidents are observed, a problem record may be created. It's possible that the problem will not be recorded until several incidents have occurred. The process of problem management varies from the process of incident management.
The formal process of incident management started being implemented within OIT in March 2013 and should be fully functional by March 2014.
ITSM (IT Service Management) Improvement Program
Toni Abbey, Service Catalog Process Improvement Project Manager
Kenneth Coon, Incident Management Process Owner