An incident refers to any unplanned event that may interrupt or degrade service quality (or pose such a threat). For example, risks in business operations, slow server performance, and high interface response delays are all types of incidents. Incidents may affect work efficiency and reduce customer experiences, but do not cause serious consequences. These types of problems can be classified as incidents. Incident sources are generally divided into:
Manual reporting
System discovery
Incident Management
Incident management is the process of identifying, recording, classifying, assigning, analyzing, resolving, and closing incidents. The goal of incident management is to promptly and accurately accept incidents and provide service responses while minimizing business impact. Through incident management, quick problem localization, improved resolution efficiency, reduced frequency of recurring issues, enhanced business continuity, improved user experience, and standardized enterprise workflows can be achieved.
Incident management includes the following points:
Incident identification and recording: Use monitoring tools, log analysis, and manual reporting to discover incidents and record them.
Incident prioritization and categorization: Based on the relevant information of the incident, it can be prioritized and categorized for further processing.
Prioritization: Based on the degree of impact, incidents can be classified as P1, P2, P3, or P4.
Categorization: Based on the cause, incidents can be classified as monitoring false alerts, business fluctuations, code logic issues, etc.
Incident assignment: Based on the information regarding the impact scope, service, or application, incidents can be assigned to the corresponding individual or group. This facilitates a quick response and processing of incidents, while improving the efficiency of internal information synchronization.
Incident resolution and analysis: Incident handlers can view detailed alarm information, make initial judgments and analysis, and respond to and resolve incidents. While resolving incidents, it is necessary to record the resolution method and judgment conditions to facilitate the handling of similar incidents in the future.
Incident closure: When the relevant incidents have been resolved, they should be closed. Incident records will be retained, and when similar issues occur in the future, they can be quickly viewed and addressed.
Importance of Incidents
Establishing a standard incident operation process offers the following advantages:
Quick incident resolution
Reduced business losses and costs
Continuous improvement and learning
