October 2023
Intermediate to advanced
350 pages
10h 4m
English
Content preview from A Practical Guide to Service Management
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6
Incident Management
In this chapter, you will be introduced to the incident management capability, both by itself and as part of formal service management. This includes the capability’s governance (purpose, objectives, and policies), execution (roles, responsibilities, activities, and metrics), and enablement (acceleration, integration, and supporting technology).
In this chapter, we’re going to cover the following main topics:
- Purpose and objectives
- Policies
- Process terms and definitions
- Process input and output
- Process activities
- Roles and responsibilities
- Key process indicators
- Process integrations
- Technology requirements
Purpose and objectives
Incident management is the process that is responsible for managing all incidents from initiation ...