1. Data breaches
2. Performance degradation
3. Outages

Your customers won’t understand what these terms mean nor how you tackle them, but it is important for you to understand the vital differences between problem management and incident management. 

Incident management:

An incident is defined as:

1. Unplanned service interruptions
2. Undisturbed service quality
3. Uneventful customer service

Incident management is also defined as the interventions taken to minimize the negative impact of incidents by restoring normal service operations as soon as possible. In an incident management scenario, speed to correct the issue is important. It could be the classic On/Off switch and reset measures that count; hence the speed factor is much emphasized. 

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Lifecycle of Incident Management:

1. Categorization, logging and prioritization: before a major incident arises that requires an all-hands-on dec approach, incident management helps recognize the course of action, the speed of action and the responses.
2. Escalations: Discussions among the higher level of management, high-specialist teams and stakeholders are involved here to regulate and control and approve the measures taken to address the incident.
3. Resolution: Service desks come into pictures when users escalate the issue using them and contact the support teams for resolution. 
4. Closure: Communication team from the organization or a representative will communicate the confirm the continuity of service to the customers. 

Incident management revolves around communication and collaborative efforts and comes a full circle from users to stakeholders.

Problem management: The purpose of problem management is to reduce the known errors, manage work rounds and identify the potential causes of incidents. 

In an organization, problem management focuses on the future to control adverse events, identify problems and resolve them with thoroughness. Speed isn’t a crucial factor here. 

Lifecycle of Problem Management: 

1. Problem identification: Categorization, Logging and Prioritization are the bullet factors in problem identification.
2. Problem Control: Analyzing and documenting the workarounds or errors is a crucial process for problem control
3. Error control: Effective fixing of errors through workarounds and change control.

Steps to improve problems is a collective job and involves discussion with vendors, implantation of change planning and retrospectives. 

Organizations benefit from problem management in the following ways: 

1. Reduce new and repeated incident tickets and save time + effort
2. Stress on IT service desk staff will be considerably reduced
3. Reduce MTTR-Mean time to repair
4. Prevent the occurrence of disruptions
5. Improve the user’s satisfaction score percentage

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The post Does ITIL Problem Management Really Reduce Incidents? appeared first on TodayTechMedia.

Incident management is all about services and measures taken up to resolves issues communicated by users through the service desk. At times an interface that connects incident management to event management is also used. 

Incident Management Tools Are Used for a Purpose:

Incident management allows normal service operations to get back to working conditions soon as possible. 

This step helps the business deviate from negative turbulences and have the services executed in top-notch conditions. When services are performed in their original regularity parameter, the business is run under normal service operations. 

Incident management has some serious objectives, and they are directly inclined towards the best interests of the business:

1. Incident visibility and effective communication.
2. For efficient and prompt responses other than analysis, documentation, and incident reports, the ongoing management should adopt a standard procedure to run these activities. 
3. IT is a service that is considered flawless, and the services are known for their solution to everything. Incident management helps escalate, report, and resolve issues quickly. 
4. Helps prioritize issues and activities.
5. User satisfaction is maintained without compromising on the services.

Also Read: What is Asset Management?

Scope of Incident Management: 

 The effectiveness of incident management is realized when an event with the potential of disrupting services occurs. This event can be bought to the notice of the providers by the users using the service desk or through the event management tools. 

Incident Management has the below values:

-Unplanned costs can be avoided for both and IT staff and business

-Increased service potential and less downtime

-Business priorities are met

-Areas for improvements are recognized for unrestricted services

Mirat.ai can accelerate solutions, improve agility and increase productivity across all workflow processes. With our integration, you can transform your manual workflows into AI-powered digital and automated workflows. If your business is in need of an asset management tool that can monitor your databases and raises tickets, visit Mirat.ai for a free online trial. 

Also Read: What Do IT Asset Management Companies Do?

The post What Is the Scope of ITIL Incident Management in IT World? appeared first on TodayTechMedia.