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Incident Management

7 Examples of the Incident Management Process

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Incident management is the process of resolving the urgent symptoms of a problem. This reduces the impact of a problem without necessarily resolving the problem's root cause. Incident management compliments a parallel process known as problem management that address root causes. The following is the basic incident management process with examples.
Planning → Detection → Reporting & Communication → Triage → Analysis → Containment & Neutralization → Close / Problem Management

Planning

Planning to manage future incidents. For example, creating a knowledge artifact that explains how to resolve common and recurring incidents.

Detection

Detecting an incident typically including automated testing and communication channels that allow stakeholders such as customers to report problems.

Reporting & Communication

Reporting and communicating incident information to stakeholders. For example, keeping a customer updated regarding an incident they reported or that impacts them.

Triage

Triage is the process of assigning a priority to incidents to determine how to direct resources. This often involves estimates of severity and impact.

Analysis

Incident analysis resembles troubleshooting whereby you seek out the source of problems and list possible solutions.

Containment & Neutralization

Working to contain and neutralize the incident. For example, a food processing facility that shuts down a production line to contain a quality problem that then neutralizes the problem by replacing a malfunctioning machine with a workaround manual process.

Close / Problem Management

Closing the incident and potentially opening a problem management ticket to investigate root cause. For example, a problem management ticket that reports a malfunctioning machine that has caused an incident.

Other

The incident management process potentially includes several subprocesses as follows.
Audit Trail
The process of capturing information about the incident and the incident management process.
Escalation
Escalating incidents to management, other departments or stakeholders.
Review
Reviewing the incident and liaison with other processes such as quality assurance.

Incident Management

This is the complete list of articles we have written about incident management.
Business Incident
Call Tree
Corrective Action
Downtime
Escalation
Help Desk
Incident
Incident Process
Mean Time To Repair
MTBF
MTTR
Problem Management
Revenue Impact
Root Cause
Self Service
Service Desk
Service Management
Service Support
SLA
Support Levels
Trouble Ticket
Troubleshooting
More ...
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Incident Management

A guide to IT incident management.

Incident

A definition of IT incident with examples.

Incident vs Problem

The difference between incidents and problems explained.

Application Support

The common types of application support.

Trouble Ticket

The common types of trouble ticket.

Corrective Action Plan

An overview of corrective action plans with examples.

Failover

An overview of failover approaches.

Business Incident

The definition of business incident with examples.

Problem Management Process

An overview of the problem management process.

Problem Management

The definition of problem management with examples.

Ishikawa Diagrams

The definition of ishikawa diagram with examples.

Problem Analysis

Common problem analysis techniques.

Service Delivery Examples

An overview of service delivery with examples.

Help Desk

An overview of help desk with examples.

Accountability Measures

A list of common accountability measures.
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