Compliance to ITIL Guidelines
Euladox Helpdesk IM has been built to help you classify, prioritize and resolve issues faster. Read how it meets ITIL process guidelines
Euladox Helpdesk IM has been built to help you classify, prioritize and resolve issues faster. Read how it meets ITIL process guidelines
Incident Management is responsible for handling all incidents. These are classed as faults, bugs, failures or issues that have been reported by users / customers either via telephoning, sending an email, through a self-service portal or auto identification by by monitoring tools.
The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. ‘Normal service operation‘ is defined here as service operation within SLA limits.
An unplanned interruption to an IT service or reduction in the quality of an IT service. A broken printer or a PC that doesn’t boot properly are incidents. Failure of a configuration item that has not yet impacted service is also an incident, for example failure of one disk from a mirror set.
According to ITIL, there is a difference between an Incident and a Service Request. Service Requests are standard requests from users, e.g. password resets. Service Requests are no longer fulfilled by Incident Management; instead there is a new process called Request Fulfillment.
A successfully implemented incident management system will :
Incident handling needs to be prioritized. For this they need to be classified. The classification of incidents is based on the following elements:
Categories of Urgency
Category | Description |
---|---|
High (H) |
|
Medium (M) |
|
Low (L) |
|
Categories of Impact
Category | Description |
---|---|
High (H) |
|
Medium (M) |
|
Low (L) |
|
Based on the Impact & Urgency, a ‘Priority’ level is set for each Incident
Categories of Priority
Impact | ||||
---|---|---|---|---|
H | M | N | ||
Urgency | H | 1 | 2 | 3 |
M | 2 | 3 | 4 | |
L | 3 | 4 | 5 |
ITIL Incident Management Guidelines | Euladox Helpdesk IM Compliance |
---|---|
Manual Incident record creation | |
Unique Incident Record | |
Updation of Incident Record with date and time stamp | |
Employee / Customer Details Recorded | |
Recording of incident description | |
Tagging of Assets to Incident | |
Incident Status | |
Incident Categorization | |
Incident Prioritization | |
Manual Priority Override | |
Incident Assignment | |
SLA Based Escalation | |
Recording of incident resolution | |
Recording of Incident closure | |
Native Management Reports without need of additional software to be purchased | |
Audit Trail of all activities on an incident | |
Incident Models with SLA thresholds | |
Users access to incident information / Incident Tracking | |
Customer Satisfaction Survey |