Sevenmonies Tech Support Incident is defined as any event which is not part of the standard operation of the service and which causes, or may cause, an interruption or a reduction of the quality of the service. An Incident could be due to a known/existing issue or could be result of a failure or error in the Technology object or device.
The objective of Incident Management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user at a cost-effective price, and within defined service levels. Incident Management does not attempt to identify the root cause of the incident and is focused on resumption of normal operations within agreed upon Service Level Agreements.
The process goes like – incident detection and recording, classification and initial support, investigation and diagnosis, resolution and recovery, and final closure of the incident, form part of the Incident Management Process. The incident management process involves establishing a service restoration process which aims to:
- Channel users’ reports of an interruption to a service or drop in quality of a service.
- Enable validation and diagnosis of the reported incident
- Manage the process of ensuring incident resolution and restoration of service.
- Monitoring compliance with defined service level agreements for service restoration and availability.
The incident process provides efficient incident handling, which in turn ensures continual service uptime.
The first step in the life of an incident is incident identification. Incidents come from users in whatever forms the organization allows. Sources of incident reporting include walk-ups, self-service, phone calls, emails, support chats, and automated notices, such as network monitoring software or system scanning utilities. The service desk then decides if the issue is truly an incident or if it’s a request. Requests are categorized and handled differently than incidents, and they fall under request fulfillment.
The process goes like – incident detection and recording, classification and initial support, investigation and diagnosis, resolution and recovery, and final closure of the incident, form part of the Incident Management Process.
Once identified, categorized, prioritized, and logged, the service desk can handle and resolve the incident. Incident resolution involves five steps:
- Initial diagnosis:This occurs when the user describes his or her problem and answers troubleshooting questions.
- Incident escalation:This happens when an incident requires advanced support, such as sending an on-site technician or assistance from certified support staff. As mentioned previously, most incidents should be resolved by the first tier support staff and should not make it to the escalation step.
- Investigation and diagnosis:These processes take place during troubleshooting when the initial incident hypothesis is confirmed as being correct. Once the incident is diagnosed, staff can apply a solution, such as changing software settings, applying a software patch, or ordering new hardware.
- Resolution and recovery:This is when the service desk confirms that the user’s service has been restored to the required SLA level.
- Incident closure:At this point, the incident is considered closed and the incident process ends.
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