The Service Monitoring and Control Toolkit is designed to observe the health of … Incident Management—the goal ofIncident Management is to restore normal …
Incident Models provide a pre-defined set of steps and procedures that should be used to manage previously seen and documented incidents. They are used to help provide efficient resolution to the most frequently occurring (80/20 rule) or specialized incidents. Incident Models should define:
* The steps that should be taken to handle the incident
* The chronological order these steps should be taken in, with any dependencies or co-processing defined
* Responsibilities, who should do what
* Timescales and thresholds for completion of actions
* Escalation procedures, who should be contacted and when
* Any necessary evidence-preservation activities.
Any service management tools that are used for Event and Incident Management should be utilized with the defined incident models that can automate the handling, management and escalation of the process.
Specialized incidents include those which need routing to particular groups or ITIL® processes. An example of this is for capacity related incidents, in which the model would define what impact reduction measures could be performed before routing the incident to Capacity Management.