Incident Management

Remedy service interruptions as soon as possible and fulfil your SLA agreements in accordance with your requirements. With an optimum allocation of resources and categorisations and prioritisations, you achieve a basis for the effective fault repair and cause analysis.
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Incident Management

Your way to a quicker fault clearance

Interruptions of the IT services often effect disruptions in the business processes and thus cause not only economical disadvantages, but also impair the customer-orientation and competitiveness. With the implementation of the Incident Management, service interruptions are remedied as soon as possible, the effects of disruptions are minimised and Service Level Agreements are observed in a more requirement-oriented manner. 

By means of categorisation and prioritisation, disruptions can be directly assigned to the responsible support unit and resolved there on the one hand, on the other hand they constitute the fundament for an effective cause remedying.

An optimum composition of the Incident Management process has the effect, that a high first resolution rate by means of the optimally oriented and trained Service Desk can be achieved. For the optimisation of benefits in the company, an ITSM tool for the documentation and provisioning of tickets is required, because only the technical representation allows for an optimal recording of KPIs and thus a transparent and need-based process control.

With our practice-proven competences, we are focussing not only on the implementation of the Incident Management, but also on the systematic optimisation of the Incident Management by means of a special process methodology.

Benefits of the Incident Management

  • Efficiency: The organisation is enabled to recognise disruptions as soon as possible and to adequately react to it.
  • Responsibilities: Clear roles and responsibilities are defined for the remedying of disruptions and established by means of proven methodology. This allows the the control and existence of the fault-clearing process.
  • Integration: The process is implemented into the existing process and tool landscape, including the important interfaces to the Service Asset and Configuration, Service Level, Problem, Security and if applicable, Event Management. With the clear stipulation of the responsibilities (1st-3rd Level, Incident Manager & Owner), an optimal integration into the process organisation of the IT Service Provider results.
  • Service Quality: With the more rapid and efficient processing of disruptions, the service quality is considerably improved. Costs saved by smaller service interruptions can be passed to the customer.

Professionals make the difference

We, from the ITSM Group prove, in perpetual new projects, that our implementation methodology basing on Best Practices ensures optimum results. We understand the customer request not only as the creation of concepts and documentations acting in a manner tailored to suit the needs, but at the same time we ensure that the implementation generates the expected positive result.

Like no other consulting company for the IT Service Management, we have a praxis-proven IT Quality Methodology which generates a supplemental added value in all projects. 

Why ITSM Group?

  • Specialised - by means of the absolute focussing on quality
  • Sustainable process and tool implementations with measurable quality by means of defined KPIs
  • ITSM Consulting involves itself in your project with the costs and efficiency risk
  • Absolute enthusiasm for the topic of IT Service Management
  • Measurable project success

 Best Practice Procedure Model

  • Preparation: Definition of the objectives and assessment of the entire framework conditions
  • Preparation of core team workshops: Kick-off event and current state analysis of the entire process conditions
  • Performing of the core team workshop: Service Design with development of the procedure plan, definition of the roles, process interfaces, etc.
  • Postprocessing of the results: Implementation planning and determining of the necessary resources
  • Accompanying of the process rollout: Implementation of the procedure plan, trainings and role-coaching
  • Early Life Support: Finalisation of the Service Transition and the cross-over to the operational activity of the Incident Management