ITSM Incident Management

(Please click on the hexagons for more information)

The goal of Incident Management is to restore a normal service operation as quickly as possible after an incidence interrupted business operations. 

Process Activities

  • User creates incident ticket
  • Infrastructure monitoring system creates ticket
  • Dispatcher classifies ticket and determines level of importance
  • Person in charge diagnoses, investigate and resolves request
  • Person in charge consults and updates knowledge base
  • Person in charge closes ticket and informs dispatcher and initiator
  • Initiator provides feedback about service quality 

Process Input

Process Output 

  • Processed tickets
  • Financial information about tickets and SLAs (Service Level Agreements).
  • Financial information about the service delivery process
  • Updated knowledge base


Process Support by ]po[

 The following ]po[ packages provide support for this process:


Process Performance Indicators

  • Time business operations had been interrupted 
  • Processing time of incident
  Contact Us
  Project Open Business Solutions S.L.

Calle Aprestadora 19, 12o-2a

08902 Hospitalet de Llobregat (Barcelona)


 Tel Europe: +34 609 953 751
 Tel US: +1 415 200 2465