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ITIL Incident Management


By University Alliance
ITIL Incident Management

For IT professionals with a penchant for creative problem-solving, developing new knowledge in the area of ITIL Incident Management (IM) is one way to build flexible in-demand skills. The excitement and challenge of addressing new issues within complex business settings can be highly rewarding, both personally and professionally.

The central mission of IM is to resolve an incident as effectively and quickly as possible. Solutions are aimed at lessening the impact on clients while remaining cost-effective. ITIL Incident Management professionals work across industry to restore IT services after an incident has occurred. They provide valuable data to other IT teams within an organization and contribute directly to the effective management of IT services with their expertise.

ITIL Incident Management professionals may be independent consultants or they may work for a specific company or governmental agency. There are also private companies that provide major ITIL Incident Management support services on a contract basis. In this field, skills need to be constantly updated to stay ahead of the competition. IM professionals work alongside other IT teams to provide quick resolution to outages and document changes necessary to prevent recurring issues. The focus is on improving the quality of a service or product while improving the customer or client experience.

Specific IM tasks are generally diagnostic in nature and may include:

  • Prioritizing incidents that may be occurring at the same time
  • Keeping accurate records about incidents as they unfold
  • Documenting incidents with regard to further addressing known problems
  • Understanding the complexity of impacts and urgency when setting priorities
  • Transferring incident records to other teams when necessary to provide ongoing resolution

While the goal of IM is to resolve issues efficiently and effectively, ITIL Incident Management professionals engage in training that helps them understand the parameters around what constitutes an ITIL incident. Understanding an incident from the inside out can help mitigate changes that allow for better IT solutions over the long haul. Looking closely at details as well as looking ahead at the entire process is a valuable skill to have as an ITIL Incident Management leader.

Overall, incidents can be divided into user-experience incidents and technical incidents.

User-Experienced Incidents

These types of incidents can take several forms but are generally first reported by one or more users, usually through a help desk. Common examples include:

  • An error messages that interrupt work flow
  • An application glitch or query which has popped up and is impeding work
  • A message indicating that disk space is full

Other User-Experienced Incidents may involve hardware issues such as:

  • A failure of printers  
  • An entire computer system freezes or goes down
  • A failure of any newly installed device like a digital camera or scanner

Technical Incidents

These incidents may not be detected by the users immediately. Over time their effects are noticed by users. Examples are:

  • Gradual slowing down or unresponsiveness of network
  • Disk space nearing capacity
  • Computer monitor flickering

ITIL Systems Management professionals conduct routine diagnosis and monitoring of known trouble spots. They collect organization-wide analytics and report to other teams. By preemptively working with service desk professionals and other IT leaders within an organization, a team leader can generally keep incidents from having an inconvenient impact on large groups of users.

Professionals who work in IT who are looking for additional challenges may find that ITIL Systems Management is a good fit. While the primary goal of ITIL Incident Management is to resolve IT incidents within an organization as quickly and as effectively as possible, it is also focused on client need and user satisfaction throughout the process. By working closely to streamline incident reporting processes, response times may improve. In addition, identifying any hardware challenges and recurring incidents can help alleviate future challenges.

Many reputable online programs provide flexible ITIL Incident Management training for busy professionals leading already busy lives. Taught by industry leaders, online classes can help professionals on a path to new and rewarding career opportunities. In addition to online courses, professionals can gain experience by being active in local chapters of related professional organizations and taking part in college internship programs. For IT professionals looking to polish off a résumé with a specialty that meets the demands of today’s IT hiring professionals, ITIL Incident Management training is a solid choice.

Category: IT Service Management