Incident Management

Incident Management

An incident is disruption of normal service that affects user and business. The goal of Incident Management is to restore normal services as soon as possible with workarounds or solutions to make sure that it does not affect business.

Incident Workflow in ServiceDesk Plus

• Incident Detection
• Record the Incident details
• Classify Incident
• Provide Workaround or Solution
• Escalate / File a new problem or associate to an existing problem
• Incident Closure

Step 1: Incident Detection:

When a Request comes in, ServiceDesk Plus helps you to define the Request Type. When the Request reports about an outage or a drop in the Quality of Service, the Request is classified as an Incident. When the request requires a New Service to be setup, it is classified as a New Service Request.

Step 2: Record Incident Details

When a new Incident is detected, it is important for the helpdesk technician to qualify incident.

Helpdesk technicians can qualify the incident by asking the right questions that will help Level 2 technicians to resolve the Problem faster. ServiceDesk Plus helps you record all the incident details.

Step 3: Classify the Incident

Helpdesk technicians can classify the incident while creating a new Incident or update
Category > Sub Category > Item in an incident raised by the user. Incident classification is very important to understand the source of all your incidents.

Step 4: Provide Workaround or Solution

Helpdesk Technicians can search for existing workarounds or solution from the request and get back to users immediately.

Step 5: File a new problem or associate to an existing problem

Helpdesk technicians to group similar incidents together that point to the same Category > Sub Category > Item and file a new problem or associate to an existing problem . Once a Problem is created Level 2 technicians or problem technicians take control.

Step 6: Incident Closure

Helpdesk technicians as the Single Point Of Contact for the users, updating the users when a new solution is available. Tracking the status and making sure that all incidents are responded to and closed.