So, an incident occurred. Service is affected. If you are lucky, event monitoring tools are in place and you will notice the incident before users do. Unfortunately, according to my experience, most incidents are reported by users. Anyhow, now\u2019s when the Incident Management process takes over.<\/p>\n
Let\u2019s recall the purpose of an Incident Management process<\/a> as defined in ITIL<\/a> Service Operation: to restore normal service operation as quickly as possible and to minimize the adverse impact on business operation. Emphasized \u2013 \u201cas quickly as possible.\u201d<\/p>\n Is there anything that could be done to speed up incident resolution? If an incident is logged using the IT Service Management (ITSM) tool, i.e. user portal, and there is not enough information to diagnose an incident, there is little that IT can do in the first step. The advantage is that the user, i.e. requestor name, is known. So, the Service Desk (SD) has to call back and gather all necessary data. But, the clock is ticking.<\/p>\n Luckily (or not?), users feel it is quicker and easier to call the Service Desk and talk to someone. There\u2019s your chance. With the user still on the phone, the Service Desk has to try to solve the incident without escalation. Finding out what exactly went wrong (believe me, it sounds much simpler that it really is) and what the symptoms are is the only possible starting point. I noticed that a lot of Service Desk employees are easily taken into useless discussions.
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