{"id":4586,"date":"2025-06-11T09:00:00","date_gmt":"2025-06-11T06:00:00","guid":{"rendered":"https:\/\/track.com.tr\/?p=4586"},"modified":"2025-05-28T17:41:16","modified_gmt":"2025-05-28T14:41:16","slug":"bt-olay-yonetimi-nedir-en-iyi-uygulama-ve-surecler","status":"publish","type":"post","link":"https:\/\/track.com.tr\/en\/bt-olay-yonetimi-nedir-en-iyi-uygulama-ve-surecler\/","title":{"rendered":"WHAT IS IT INCIDENT MANAGEMENT? (BEST PRACTICE AND PROCESSES)"},"content":{"rendered":"\n

IT incident management is an ITSM<\/a> process that is used to resolve IT service disruptions and get interrupted services up and running as quickly as possible. This practice helps ensure that the impact of incidents on critical services is reduced, enabling operations to carry out as usual.<\/p>\n\n\n\n

As much as we\u2019d like to, not everything is smooth sailing. Disruptions or interruptions can come up out of nowhere due to various factors when it comes to IT services. Sometimes things just happen outside of our control. An employee\u2019s computer mouse might break suddenly, or the company VPN becomes unreliable. Such happenings can hinder people\u2019s work and, if left alone, can significantly cost the business.<\/p>\n\n\n\n

Under the ITIL framework by Axelos<\/a>, incident management is recognized as one of the key processes under the service lifecycle stage, Service Operations. Good IT incident management not only helps better predict the likelihood of incidents happening but also minimizes the impact they cause should they happen.<\/p>\n\n\n\n

Let\u2019s take a look at the various benefits and what\u2019s involved in implementing an effective incident management program.<\/p>\n\n\n\n

Benefits of IT incident management<\/strong><\/strong><\/h4>\n\n\n\n

Having an IT incident management strategy provides an organization a whole range of advantages, not just the IT team.<\/p>\n\n\n\n

\u2022 Reduces negative business impact<\/strong><\/p>\n\n\n\n

With so much of your workforce\u2019s daily operations relying on technology, any incident can have an adverse impact on your organization. For example, a Gartner study<\/a> discovered that network downtime can cost an organization around $5,600 per minute. Having a process in place to tackle incidents enables the IT team to resolve these issues quickly and return things in a normal working fashion.<\/p>\n\n\n\n

\u2022 Boosts productivity<\/strong><\/p>\n\n\n\n

Fewer interruptions caused by incidents mean that people don\u2019t have to deal with the frustrations that come with them and can then focus on their work. And should incidents occur, a good IT incident management process means these instances can be minimized. The IT department can also work productively when there are a set of clear actions in place to tackle incidents.<\/p>\n\n\n\n

\u2022 Enhances end-user satisfaction<\/strong><\/p>\n\n\n\n

Having explicit guidelines and processes in place means that when an end-user reports an incident, your team can get on the case quickly. Prompt response and effective resolution provide the end-user a positive service experience, hence better satisfaction.<\/p>\n\n\n\n

\u2022 Identifies potential improvements<\/strong><\/p>\n\n\n\n

A defined IT incident management strategy enables you to pinpoint areas of improvement \u2013 whether that\u2019s reviewing policies or workflows, assessing if your team requires additional training, or determining if your tech products are fit for purpose.<\/p>\n\n\n\n

\u2022 Helps demonstrate compliance<\/strong><\/p>\n\n\n\n

With better incident monitoring and reporting, you can centralize key information and data that ensure you are keeping in line with your legislative and regulatory obligations.<\/p>\n\n\n\n

\u2022 Gives better insights into the reasons behind incidents<\/strong><\/p>\n\n\n\n

Good incident management provides a clear overview of what\u2019s happening in your IT ecosystem, giving you a better understanding of why and how incidents are occurring. This, in turn, can help you improve your incident prevention strategies.<\/p>\n\n\n\n

Incident vs problem vs change vs service request<\/strong><\/p>\n\n\n\n

Probably one of the challenging aspects of embracing ITSM best practices<\/a> is differentiating key terminologies. Incident, problem, change, and service request are commonly seen terms, with each one relating to an important ITSM process as specified in the ITIL framework. But how do they differ?<\/p>\n\n\n\n

An incident<\/a> is an unplanned disruption that negatively impacts an IT service. In other words, something within the infrastructure broke and needs to be fixed. For example, when a laptop is not turning on or when software keeps crashing.<\/p>\n\n\n\n

A problem<\/a> is the cause of one or more incidents of the same nature. A problem may be the reason for several incidents. On the same note, an incident can also be caused by multiple problems.<\/p>\n\n\n\n

A change<\/a> is any modification you make that can affect your IT services. This can include any additions or removals you implement and covers any alterations to documentation, processes, software\/hardware, etc.<\/p>\n\n\n\n

A service request<\/a> is a request for a predefined service, whether that\u2019s access to information, equipment, or a standard IT service. Unlike incidents that are about the \u2018needs\u2019, service requests are the \u2018wants\u2019 of the end-user which further support or enhance their way of working.<\/p>\n\n\n\n

Defining what\u2019s considered an incident, problem, change, or service request helps align your goals and create clear ITSM processes.<\/p>\n\n\n\n

Types of incidents<\/strong><\/strong><\/h4>\n\n\n\n

Incidents can come from anywhere, at any time. Usually, these can be split into two types: faults or technical incidents.<\/p>\n\n\n\n