Training institutions offer a wide range of courses covering all the processes involved in the implementation of Information Technology Infrastructure Library or ITIL®. One of these processes is Incident Management, wherein its goal is to restore normal service operation of the business as quickly as possible as this is also specified in the Service Level Agreement (SLA) and minimize the adverse effects of certain incidents in the operation. Because of this, the best possible levels of service quality and availability are maintained.
Incident Management should be used to make sure that the best application of resources to support the business are in place, at the same time developing and maintaining meaningful records relating to certain incidents, while devising a countermeasure and applying a consistent approach to all incidents reported. Overall, Incident Management is responsible for the following:
(a) Classification of all incidents that occurred
(b) Incident detection and recording
(c) Initial support, investigation and analysis
(d) Resolution and recovery
(e) Incident closure
(f) Incident ownership and monitoring
There is a specific team that handles Incident Management duties and this is called the Incident Response Team (IRT) or an Incident Management Team (IMT). They are specifically designated for the task of ensuring that hazards within the organization can be identified, analyzed and corrected. This team plays a major role in the company’s security and maintaining its operations when possible threats or unexpected incidents occur. With very challenging and stressful work, one should take an incident management course. Having a good knowledge of Incident Management will eradicate threats that may come along within the course of the ITIL® project.
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