Aegis Solutions - Incident Management

The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. Normal service operation is defined here as service operation within Service Level Agreement (SLA) limits.

Aegis provides the ability to classify and prioritize incidents in any way you like. Automated workflow ensures incidents are directed to the most appropriate or available technical support consultants.

The Knowledge Base integration enables technical support consultants and customers to easily search for solutions.

Search for problems and known errors when adding new incidents. You can also easily add a new problem from an incident. Easily link affected CIs to incidents.

Benefits of Incident Management

The major benefits to be gained by implementing an Incident Management process are as follows:

• Reduced business impact of Incidents by timely resolution, thereby increasing effectiveness.
• The proactive identification of beneficial system enhancements and amendments.
• The availability of business-focused management information related to the SLA..
• Improved monitoring, allowing performance against SLAs to be accurately measured.
• Improved management information on aspects of service quality.
• Better staff utilization, leading to greater efficiency.
• Elimination of lost or incorrect Incidents and service requests.
• More accurate CMDB information (giving an ongoing audit while registering Incidents).
• Improved User and Customer satisfaction.

In contrast, failing to implement Incident Management may result in:

• No one to manage and escalate Incidents - hence Incidents may become more severe than necessary and adversely affect IT service quality.
• Specialist support staff being subject to constant interruptions, making them less effective.
• Business staff being disrupted as people ask their colleagues for advice.
• Frequent reassessment of Incidents from first principle rather than reference to existing solutions.
• Lack of coordinated management information.
• Lost, or incorrectly or badly managed Incidents.