According to the ITIL framework, an Incident is defined as: an unplanned interruption to an IT service or reduction in the quality of an IT service. Something happened and it needs to be fixed. It’s not an employee asking for a new computer. It’s not a request to change or update a system. It’s something that is broken and needs to be fixed. Additionally, it’s one of the top metrics that companies try to reduce. Makes sense! Less down time, and happier customers and employees. An incident can be something as simple as “My printer caught fire and I can’t print” or as complex as “I’m getting a strange error message when I do X”. Bottom line, incidents are designed to allow quick resolution.
An ITSM system, such as Ivanti Service Manager, makes it incredibly easy to capture these incidents for quick resolution. You can auto-assign certain types of incidents to a particular team, assign services and categories for triage and reporting. You can also create separate child tasks that can be assigned to multiple groups in event that incident needs the input of other groups in the organization. Ivanti Service Manager makes it simple to submit, manage, and resolve incidents quickly and efficiently making your service desk productive and effective.
-Chris Revelia, Consultant