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Proactive IT Solutions: Implementing Effective Incident Management Service

Incident Management is one of the main processes in IT companies or organizations with an IT department. When the incident management service is automated, the team promptly identifies and eliminates failures in operating a service or information system. And thereby reducing the amount of damage to the business.

This post will reveal everything below what is meant by incidents and how to organize work with them in a company.

The concept of an incident

According to the ITIL (Information Technology Infrastructure Library) approach, an incident managed by incident management is a sudden event that causes a drop in the quality of an information system or service. Incidents may include a loss of access to an application, a “freezing” of corporate mail, a network connection failure, or a reduction in the speed of an Internet connection.  Such failures can cause user discontent, customer loss, and considerable financial losses, thus they must be addressed as soon as feasible. 

For the team to act promptly and harmoniously, the company must have an incident management service in place- professional activities to restore normal service operation. During this process, company employees detect incidents, investigate them, eliminate them, and document the steps taken to normalize the system.

Key Stages in the Incident Management Service Process

In general, there are 8 main stages in incident management.

  1. Detection

Anyone can detect an incident. But most often, users who interact with the service help with this: if a failure occurs, they contact technical support with a complaint. In this case, it is important for the first-line support manager to quickly respond to the request and forward it to the responsible specialist, who will take measures to eliminate the failure.

Special monitoring systems, SIEM (Security Information and Event Management), also help in identifying incidents. They focus on situations related to information security: they filter signals, monitor threats, record every step of intruders in the event of a cyberattack, and identify relationships between incidents.

  1. Registration

After an incident has been identified, it must be recorded: the date and time of detection, contact information of the person who reported it, and a detailed description of the event. Also at this stage, the incident is assigned an identifier for further tracking.

The accuracy of the information provided by the incident management service about the situation determines how quickly it can be resolved and closed.

  1. Defining a category

All incidents are sorted into different categories, for example, by IT services affected by the failure. Often, the category determines which IT specialists will neutralize the incident and how quickly this needs to be done.

Categorization by the incident management service also allows you to analyze trends in similar incidents, identify their root causes, and determine what actions are needed to prevent similar incidents from happening in the future.

  1. Prioritization                                                                                            

At this stage, each incident is assigned a priority depending on the importance of its resolution.

To determine the urgency of the situation, it is necessary to assess its impact on the security of the company and clients, the number of users it will affect, possible financial losses, and reputational risks. It is also important to consider the parameters specified in the service level agreement. If there are other incidents in progress, then the new event must be compared with them and only then priorities must be set.

  1. Initial diagnostics

At this stage, the incident management service specialists must eliminate the incident. They conduct diagnostics to determine what the causes of the failure are and how large-scale it is.

  1. Escalation

If there is a difficulty in resolving an incident, it is redirected to more qualified employees or management.

  1. Closing

When the incident is resolved, information about it is transferred to the support service. Then managers contact the user who reported the problem. And if he confirms that the failure has been fixed, then the task is closed. The user, in turn, can evaluate the quality of service.


Effective incident management services are crucial for ensuring system dependability and customer satisfaction. IT teams may reduce interruptions and protect business operations by recognizing, analyzing, and responding to problems as soon as possible. Automation and a disciplined methodology assure prompt resolution, lowering possible financial losses while improving overall service quality.

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