Incident Management

The goal of Incident Management is to provide continuity of service to users and customers by restoring or providing a particular service as soon as possible.

An incident is:

Any event which causes, or may cause, an interruption to a service or a reduction in the quality of a service (e.g. email is not working)

or

A request for the provision of a particular service. (e.g.  Create  network and email accounts  for a visiting academic)

The Objectives of Incident Management

• Resolve incidents quickly
• Minimise adverse impact on business operations
• Improve the ownership, tracking and escalation of incidents
• Enable useful measurement of the process

Process Description Document for ITS Incident Management  

The process description has been developed in consultation with a cross section of ITS staff. If you have any suggestions for improvement, please contact David Stoward, 38392, who is coordinating the design of the new ITSM processes, or a member of the reference group which has been helping with this design: Andrew Naismith, Vanessa Burzacott, Vu Luc, Rob Lee, Ian Willis, Brenton Ranger, Jason Cook, Damien Poirier, Steven Courtney, and Tony Cockington. 

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