Incident Lifecycle: It More Than Just Asking
ITIL Incident Lifecycle is the process through which you go about solving IT issues in real-time, as they happen. Incident lifecycle management is typically closely aligned with the service desk, which is the single point of contact for all users communicating with IT. ITIL Incident Management aims to manage the lifecycle of all Incidents.
This informative whitepaper talks about what ITIL calls ‘the Incident Life Cycle’. The primary objective of ITIL Incident Lifecycle is to return the IT service to users as quickly as possible. It focuses on the following processes:
Alerting: Provides context around the incident and baked in solutions make the on-call person’s job easier
Triage: Provides a single view of all activities surrounding the incident
Investigation: Provides much-needed direction as to how the problem was solved last time or who to contact to find an answer
Download this whitepaper to learn more about the ITIL Incident Lifecycle Management and its related processes and best practices.