IT incident is an area of IT service management , an IT incident is where the IT team returns to service immediately after a disruption, with an aim to create little negative impact on the business. IT incident management has always helped keep an organisation prepared for any unexpected hardware, software, security failings and also reduces the duration and severity of the incident. They make use of emergency management software to accomplish the tasks. It follows an established ITSM framework, such as the IT infrastructure library.


The Process

IT process involves a basic workflow where it begins with Incident Identification, logging, Categorisation, Prioritisation, Response, Diagnosis, Escalation, Resolution and recovery and Closure. IT management services follow an established process as the best practices will minimise the duration of the incident and also shorten the recovery period and  can prevent any future issue.

Types of Incident

  • Incidents are categorised as Low, Medium, High priority

Low Priority: Incidents that do not interrupt the users and people who can work even with the issues.

Medium Priority: Incident that impacts the users but the disruption is slight or brief.

High Priority: Incidents that affect a large number of users and prevent functioning.


  • Incidents are classified as hardware, software, security

Hardware incidents: includes downed resources, network issues or system outages.

Software incidents: includes service availability problems or application bugs.

Security incidents: include the active threats that in intended to breach data.

Roles in incident management

Roles of IT incident management has three levels of support

Level-1 support: The basic level assistance, It involves incidents such as identification, logging, prioritisation and categorisation. It involves the technical staff that are trained to solve basic service requests.

Level-2 support: They have to deal with computer issues and need training, skill, security access. It involves IT staff with specific knowledge of the system to solve.

Level-3 support: Only the major issues are dealt with, such as disruption in business operations, also involves issues with a network that require a specific skill set to solve. It includes the chief architect and engineers who work on the product or service’s that require daily maintenance.


Incident Management tools

Incident management teams rely on a blend of tools to resolve incidents.

Monitoring tools help gather operations data, and enables the staff, to help pull data from across multiple systems such as cloud-based hardware and software.

Root cause analysis tools to help sort operational data such as logs, which were collected by system management.

Incident response tools help co-relate the data and produce responses to any event. PagerDuty, VictorOps and xMatters are examples for incident response tools.

ITSM service desk tools help log into data and take steps against the cause and steps taken to solve the incident.

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