ITIL incident management step by step

TIL, ( Information Tecnology Infrasructure Libary , in English) stands for Information Technology Infrastructure Library .

This is the result of a British initiative, from the 1980s of the last century, which aimed to archive and document all the best practices for managing IT services and their practical application in business and government processes.

This work had such positive results that it became a worldwide reference in standardizing IT processes.

One of the areas in which this methodology is widely used is in ITIL Incident Management, that is: the management of incidents using the recommendations and good practices of this Library, which today is administered by Axelos .

ITIL V3 Incident Management

Within this context, it is important to note that the ITIL versions evolve and are improved over time. Today, ITIL aversion 3, called ITIL V3 , is the most current and must be followed.

See more details in this post on our blog: What ITIL means for companies and IT professionals

ITIL incident management: step by step of the process

The management of IT services following the ITIL approach has been a worldwide reality for a long time, be it in change management, in leveraging business growth, in digital transformation , or in incident management according to ITIL practices, among several other applications.

See what are the steps in an ITIL incident management process and other tips to use in your business.

ITIL incident management steps

The first tip is that it is possible to model an ITIL incident management process in a workflow that will guide all procedures in the areas and people involved.

Check out what they are:

1- Detection of the incident

Practice shows that most incidents originate calls made by users of the system.

The service must be done through multiple channels, the most used being the telephone and internet interfaces, such as chats (synchronous) and e-mails (asynchronous).

It is essential to create a history of all calls. This will help to define standardized procedures over time, making first-level attendants more and more prepared to resolve incidents without moving calls to the next level.

See in this post an example of a help desk workflow based on ITIL incident management: Check details of the ITIL Service Desk Process Workflow

2- Classification

It is necessary to define a classification methodology for the management of ITIL incidents in your company.

The classification comprises two factors:

  1. Category: it defines the type of item that was affected by the incident, for example: is it the hardware that has problems or the software?
  2. Priority: to define the priority of care, two other factors must be analyzed:
    1. Impact: What consequences can this incident bring to the company’s operations?
    2. Urgency: what is the estimated time to resolve this incident?

3- Diagnosis

It is time to understand exactly what is happening.

As mentioned above, it is essential to have a knowledge base (which evolves and becomes more and more complete with time) so that the attendants can consult it and can, by asking the right questions, detect how to resolve an incident.

Who has never heard the phrase: – Did you check if your modem is plugged in? – when calling an internet service support?

Thus, based on previous experiences, the attendants will suggest the solution to users or, if they cannot, transfer the call to the next level, which may include physical support on site, screen sharing and many other resources.

Find out more: What is ITIL methodology: more customer satisfaction

4- Resolution

As we saw above, the resolution is based on using the knowledge base.

It is necessary to verify if the incident was really solved with known practices, or if it will be necessary to activate other areas of the company, before proceeding to the closure of the incident.

5- Closing the Incident

In this stage of ITIL incident management, all details of the service must be formalized and filed properly and then the user is informed that the incident has been resolved.

6- Monitoring

It is possible to notice that an incident does not always resolve itself in the first call (as in the example we gave, in which it was enough to reconnect the modem to the socket).

Therefore, it is essential that the customer service center is always attentive.

It is necessary to create mechanisms and a workflow so that, whenever the user returns the call seeking information on the progress of the service, everything is accessible and he can be aware of the measures being taken and even a forecast of time for the definitive solution.

ITIL incident management ready workflow

This is the theory about ITIL incident management. In practice, you can use our ready-made, fully detailed process diagram that can generate the documentation instantly.

Access here: ITIL Incident Management . You can edit it however you want, to suit your company’s needs.

Check here some details of this workflow:

There are 2 pools, each with two lanes:

Registration, categorization and service request steps:

Just click on the boxes to define the actors, instances and other texts to create your flow quickly.

Diagnostic and investigation steps:

You also determine deviations and their types, all using simple and intuitive menus, see:

Finishing the process:

You design the process from start to finish, determining the type of final event and more:

As you have noticed, for the correct management of ITIL incidents, a process modeling tool can be very useful.

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