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IT Incident Management (ITSM)

Service Description

Service Description

IT incident management is a service of returning a service to normal as fast as possible after disruptions. Incident management is a reactive process.

Incidents unfortunately do happen, and time spent to resolve issues makes a big difference. Every second that is lost means lost money. Therefore, it is crucial to detect core issues and restore services as fast as possible.

ITIL (IT Infrastructure Library) incident is defined as: “An unplanned interruption that causes, may cause or reduces the IT Service quality.” Incidents may be small, medium or severe, ranging from printer that is not working properly to server going down making core business apps unavailable.

Incident Management Priority

Incident Management Priority

Based on type of an issue we can categorize issues by priority:

  • Low – Issues that don’t affect users, users can continue to work despite the issue.
  • Medium – Issues that affect users, but disruption is either slight or brief.
  • High – Issue that affects large number of users and prevents business from functioning normally.
Incident Management Roles

Incident Management Roles

Based on incident priority we can group incident management roles to:

  • 1st Level Support – Provides basic support level such as account management, password resets and general troubleshooting. Level 1 involves staff that is trained to resolve common incidents and fulfill general service requests.
  • 2nd Level Support – Provides support for complex issues that need more training and skill. Level 2 involves staff with specific knowledge of the system that is being affected by the incident.
  • 3rd Level Support – Provide support for major incidents. Level 3 involves staff like chief architects or people who work on the service daily operation.
Incident Management Workflow

Incident Management Workflow

Incident management process is established to minimize recovery time and to prevent future issues.

  • Incident identification – Our monitoring system detects the issues.
  • Logging – Our support team logs the issue.
  • Categorization – Issues is being categorized by our support.
  • Prioritization – Depending on the issue severity issue is prioritized. Priorities can be low, medium or high.
  • Response – Our supports notifies the customer about issue priority.
  • Diagnosis – Our support is diagnosing the issue, affected services and possible solutions.
  • Escalation – Depending on the diagnosis, issue is escalated to 2nd or 3rd Level Support.
  • Resolution – Issue is resolved by our support.
  • Closure – Customer is notified, and issues is closed.
Incident Management Support Options

Incident Management Support Options

Our 24x7 support is here to help you resolve any incidents that you might have. Level of support depends on customer’s needs:

  • 24x7 premium support – 24x7 365 days a year customer support by phone or e-mail, for customers that need constant monitoring.
  • 8-16 regular support – 8-16 5 days a week customer support by phone or e-mail, for less demanding customers.

Talk to Expert

Are you interested in our services? Schedule a FREE consultation with one of our experts!

Schedule a free talk

Or contact us via e-mail: info@sedmiodjel.com

Talk to Expert

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About us

24x7 Premium Support

Our customer support is here to assist you with any issue that you might have.

24x7 - 365 days a year premium customer support by phone or e-mail, for customers that need constant monitoring.

Talk to Expert

Are you interested in our services? Schedule a FREE consultation with one of our experts!

Schedule a free talk

Or contact us via e-mail: info@sedmiodjel.com

Talk to Expert

Schedule a talk with one of our experts!



GDPR Agreement*
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