Before talking about the role of incident and response in the context of ITIL, we must understand how this concept works in general. Incident refers to any problems or disruptions in IT services developed by the designated IT vendor. This can be reported through the service channels ( service desks, after-sales feedback, etc.) Under ITIL processes, incident management comes under event management, ensuring all services. Now, you may ask why an incident and request department is important to have?
What is ITIL Incident and Request?
The concept of service operations runs in line with the service level agreements (SLAs), ensuring all IT operations are delivered efficiently, securely, and trustfully. The department of Incident and request comes under Service operation as it plays a significant role in ensuring after-sales services and business relations with customers with support regarding and reports.
Why is Incident Management Important
The main purpose of incident management is to resolve any arising issues regarding IT services. Even after monitoring and assessing IT services several times, IT providers may overlook bugs and system-related problems, which could give birth to usability problems for customers, which is referred to as ‘incidents’ here.
- Incident management comprises an incident model.
- After understanding the incident, the provider must decide upon the steps that must be taken.
- these steps now need to be arranged chronologically. this is because IT services are sensitive software, and not following a chronological order to solve issues could make the incident even more complex
- As per the processes, equal work and responsibility are divided amongst individuals who are specialized in that line of work.
- Time allocation. Everybody with responsibility should be available and equipped to fulfill their roles.
- Now that responsibility is given, the IT provider needs to inform the shareholders about the ones who are in charge and responsible for particular processes and incident types. This sums up the incident model and how the incident model is handled.