Incident Management

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The purpose of Incident Management is to restore normal service operation as quickly as possible with the minimum disruption to the business.

Service Desk contains processes for all your ITSM support processes, so you can give Support Analysts visibility into other processes to help them in their work. The most typical example of this is a view of Problems presented to the Analyst working on an Incident. You can do this in a number of ways:

• Make Problems and Known Errors 'knowledgeable' so that the Incident Analyst can search for Problems and Known Errors that match the Incident from the Search toolbar.
• Add a tab to the Incident window that displays Problems matching the category (or CI). When the Analyst selects the required CI or Category on the Incident (or any other Process window), the tab populates showing Problems matching the CI or the Category. You set this up using a Filter query, which has the advantage that you can restrict this to only active Problems if required.

Creating other processes

Most Service Desk processes include actions that enable you to create other service management processes. For example, on an Incident at the Open status you will often find Create Change, Create Problem, Create Request and so on. This is not limited to these titles – you can launch any support process from these actions. Click the required Create... action and the required window for that process appears. When you save the new process, it is attached as a Child in a folder on the process tree, called Child Incidents, Child Problems, Child Changes, Child Requests, and so on. When they are linked, the child processes also contain links back to the parents.

Design Idea: to optimize this process, you can create a new action as a part of the Incident process (for example, New Request) that presents only a 'summary' set of fields to the analyst. However, when saved, an automatic action populates the target process with the fields created from the summary action. This helps to stop Analysts in one area from having to work with and understand complex windows designed for other parts of the organization.