Incident Management


Incidents in easyCMDB

Incidents in easyCMDB are divided into Faults, Known Errors, Service Requests and Problems. Each of these Incident types has similar properties and can be assigned to Support Groups or individuals for resolution.

New Incidents can be compared with existing Incidents to determine if it is related to a Known Error or Problem.

Incident classification, priority, assignment and vendor contact details can be quickly determined by linking the Incident with a pre-defined Service record.

Incidents may be linked to the CIs that were affected, and the people involved in implementing the resolution. An Incident may result in the generation of a Change Request, which can be linked to the Incident.

An Incident may be linked to another related Incident, for example a repeat Fault, or associated Known Error or Problem.

Tasks may be recorded against Incidents detailing what was done, when and by whom. Each Task may have its own assignment, notes and link to Documents.

Incident Templates provide the ability to create Service Request templates including all related Tasks, Configuration Items - CI linkages and Documents. New Incidents created based on a Template will automatically inherit all relationships, assignments and settings of the Template.

Each Incident has its own resolution deadline calculated according to the Service SLA and priority. Automated Actions can be configured to update the Incident, including escalating to a support group or individual.

Flexible reports output Incident details and statistical information.

The easyCMDB Graphs & Charts function provides numerous ways to visualize your historical data to establish trends.

 

ITIL Incident Management

Incident Management as defined by ITIL