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Information Technology
Service Management

 

What is Incident Management?

(ITIL Service Operation) The process responsible for managing the lifecycle of all incidents. Incident management ensures that normal service operation is restored as quickly as possible and the business impact is minimized.

 

Process Benefits

The main benefits of correct Incident Management include:

  • Improved user productivity
  • Fulfillment of the levels of service agreed in the Service Level Agreement (SLA)
  • Greater process control and service monitoring
  • Optimization of the resources available
  • A more accurate Configuration Management Database (CMDB), as incidents affecting configuration items are logged
  • Improved general customer and user satisfaction

ITSM Incident Management Committee

Name Title and Role Representing
Omar Cantu IT Project Manager,
Project Manager
IT Support
Hector Perez Computer Support Desk Manager,
stakeholder
IT Network
Isabel Martinez Sr IT Applications Administrator,
stakeholder
IT Services
Joe Mendoza IT Assistant Director,
stakeholder
IT Support
Juan G. Cruz Computer Support Desk Manager,
stakeholder
IT Support
Kumar Raman IT Director,
stakeholder
IT Internet
Nancy Verástegui IT Assistant Director,
stakeholder
IT Data Center
Nino Avila Sr Network Technician,
stakeholder
IT Network
Ramon Hermida Sr Network Security Analyst,
stakeholder
IT Security
Ricardo Riojas IT Director,
stakeholder
IT Enterprise Systems
Rodrigo Martinez IT Assistant Director,
stakeholder
IT Support
Glenda Benas IT Project Manager Associate,
stakeholder
IT PMO

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