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Incident Management: A CA IT Service Management Process Map

The objective of Incident Management is to rapidly restore services in support of service level agreements. Unlike Problem Management, whose focus is on finding the rootcause of problems, Incident Management is essentially about getting things back up quickly, even if this means performing workarounds and quick fixes.

Technologies can play a critical role in optimizing this process, by automating the actual process activities themselves (such as incident recording and classification), and by accessing the outputs from other related processes. Integration with other processes (especially Problem, Change, Configuration and Service Level Management) is especially important to ensure that incidents are kept to a minimum and that the highest levels of availability and service are maintained.


Peter Doherty Senior Consultant, Technical Service, CA, Inc. Peter Doherty is a Senior Consultant with CA. He is a 15 year Service Management practitioner and holds a Manager’s Certificate in IT Service Management. A highly sought speaker for IT Service Management seminars and conferences, he won the President’s Award for best content and presented paper at the 2004 Australian itSMF National conference. Peter has published on the subject of IT Asset Management as an extension of ITIL and is a regular contributor to industry publications.
Peter Waterhouse Director, Product Marketing, Business Service Optimization, CA, Inc. Peter Waterhouse is Director of Product Marketing in CA’s Business Service Optimization business unit. Peter has 15 years experience in Enterprise Systems Management, with specialization in IT Service Management, IT Governance and best practices.
CA Technologies.
02 Mar 2007
01 Jun 2006
8 Page(s)
White Paper

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