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What is Incident Management?
Incident management is a process for logging, recording, and resolving incidents as quickly as possible to restore business processes or services back to normal.<br><br> Recommended Incident Management Tools: Software incident tracking and management as such SaleForce, serviceNow, Jira, Sit etc <br> #1) Incident Identification and Logging: Incident Identification is either done via testing (using tools or otherwise), user feedback, infrastructure monitoring, etc. <br> Exact/Appropriate date and time of occurrence. Incident title along with the type and a brief description. Name of the person who logged the incident and a more detailed description. with an error code when applicable. Details of the person assigned to the incident for follow-up. Current Status of the incident Attachments include technical discussions, decisions, and approvals.<br> #2) Classification and Prioritization: Classification of incidents helps us partition them based on their type (software, hardware, service request, etc.) so it makes for easier reporting and analysis. Prioritisation helps to identify the order/priority of incidents to be handled. It depends on the impact, severity, and most importantly the Risk Factor.<br> #3) Investigation and Analysis: This step is to better understand the problem so we not only fix it right now but gather information to prevent it from re-occurrence.<br> #4) Resolution and Recovery: Steps are taken to remove the incident and bring the system back to its previous working condition.<br> #5) Incident Closure: The resolution is retested and in case the system is working as intended, the incident is closed.
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