Best practices for successful ITIL incident management

[Prasant Kumar 1]

Best practices for successful ITIL incident management:-

1. Offer multiple modes for ticket creation including through an email, phone call, or a self-service portal.
2. Publish business-facing, custom IT incident forms for effective information gathering.
3. Automatically categorize and prioritize IT incidents based on ticket criteria.
4. Associate SLAs with IT incidents based on ticket parameters like priority.
5. If all technicians, are of the same skill levels, auto-assign tickets to technicians based on algorithms like load balancing and round robin.
6. Associate IT asset data, IT problems, and IT changes with IT incident tickets.
7. Ensure that incidents are closed only after providing a proper resolution by confirming with end user and applying the appropriate  closure codes.
8. Configure a custom end-user communication process for every step in an IT incident life cycle
9. Create, and maintain a knowledge base with appropriate solutions
10. Provide role-based access to end users and technicians based on the complexity of the solutions.
11. Handle major incidents by creating unique workflows. 

If this article helps you in any way, please bookmark it.

Thanks & Regards

Prasant kumar sahu