Incident Management Process Guide For Information Technology

Industry defines a Process as the act of taking something through an established and usually routine approved set of procedures to convert it from one form to another. A process involves pre-defined steps, roles, and responsibilities, defined accountability of situation owner in the decision-making process to accomplish the task on hand. Based on the definition.
• To understand what the Incident Management process is; read the ITIL Incident Management documentation.
• To understand the content required for the auditability of the Incident Management process; read the CobiT module DS8 documentation.
• To understand who, what, when and how to implement the Incident Management process continue reading this book.

This book is the result of years, spent in detailing and actual conducting the Incident process, in providing organization transformation guidance on Information Technology Infrastructure Library (ITIL ®) and Control Objectives for Information and related Technology (CobiT ®) mandate module DS8 – Manage Incidents. This book can be used by any organization who wants to implement and manage a robust Incident Management Process to deliver quality service by providing quality service to their customers.

The book is designed so that it can be used by either an existing Incident Management Manager, who wants to improve the way Incidents are handled to reduce the impact to their customers, or by any organization that is planning to introduce a formal Incident Management Process within their environment; - being Information Technology group or any other Business group.