Closed Loop Incident Process
Closed Loop Incident Process
Closed Loop Incident Process
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ITILv3 Linkage of Event & <strong>Incident</strong> Management<br />
Neither process can stand alone in today’s IT environments<br />
Event – A change of state or alert<br />
that has significance for the<br />
management of a Configuration<br />
Item (CI) or IT Service.<br />
<strong>Incident</strong> – Unplanned interruption,<br />
or reduction of quality, of an IT<br />
service<br />
IT Service – People, processes &<br />
technology deliverable that<br />
supports a customer’s business<br />
processes<br />
Event Management<br />
• Responsible for managing events<br />
throughout their lifecycle. Main activity of IT<br />
Operations.<br />
• Event Filtered/Correlated Resolve or<br />
forward to <strong>Incident</strong> Close<br />
<strong>Incident</strong> Management<br />
• Includes any event which, or could,<br />
disrupts a service. From users or IT staff<br />
• <strong>Incident</strong> -> Categorize /Prioritize -><br />
Diagnose -> Resolve -> Close<br />
5
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