Incident management (ITSM)

IT Incident Management and IT Incident Management typically covers the entire organizational and technical process of reaction to detected or suspected security incidents or faults in IT fields and this preparatory measures and processes. The range of possible incidents ranges from technical problems and vulnerabilities to concrete attacks on the IT infrastructure. IT incident management in the narrower sense must take into account both organizational as well as legal and technical details here.

Objective of Incident Management process is the fastest possible restoration of service performance (even with workarounds ).

Under an Incident / Problem is defined after the IT Infrastructure Library ( ITIL): " An event that is not part of the standard operation of a service and the actual or potential, causing an interruption of this service, or a reduction of the agreed quality. "

Incidents are documented with the aid of trouble tickets. For the receipt and monitoring of the new ticket service desk is responsible.