It means the staff might handle low-priority incidents overlooking high-priority incidents. Without the availability of a service desk, users will have to contact support staff without prioritization. The service desk is the single point of contact for the users to report any incidents. Various functions are involved in incident management and the most important one is the service desk.

A problem that ranks high on an impact and urgency basis is given a high priority as it can affect the functioning of an enterprise. So, it should be ranked on a priority basis from high, medium, and low priority assigned on the basis of the impact caused by its urgency or interruption. Since several incidents can occur, it is impractical to solve all of them simultaneously. Even if a similar incident occurs multiple times, then a record of the problem should be made. Though certain operations fail to resolve or configure to normal operations, yet they are considered as an incident. It is the main component of ITIL service support. When an incident occurs, the major goal of the management is to get the service restored to a normal level of operation within agreed service level agreements. ITIL defines the incident as “An unplanned interruption to a service, or the failure of a component of a service that hasn’t yet impacted service.” In this article, we will discuss ITIL incident management and its associated process, roles, and responsibilities to understand efficient IT service management practices.

Incident management is the initial step embraced by most enterprises for achieving a speedy recovery. Business always targets uninterrupted services to accomplish greater proficiency and productivity.

Itil v3 processes explained