Incident Management
IT incident management or IT incident management typically encompasses the entire organizational and technical process of responding to recognized or suspected security incidents or operational disruptions in IT areas, as well as measures and processes that are prepared for this. The spectrum of possible incidents ranges from technical problems and weak points to specific attacks on the IT infrastructure . IT incident management in the narrower sense must take organizational, legal and technical issues into account.
The aim of the incident management process is to restore service performance as quickly as possible (also with workarounds ).
According to the IT Infrastructure Library (ITIL), an incident / disruption is understood to mean : "An event that is not part of the standard operation of a service and that actually or potentially causes an interruption of this service or a reduction in the agreed quality."
Incidents are documented with the help of trouble tickets . A service desk is responsible for receiving and monitoring tickets .
See also
- Fault management , for faults in the production process
- Crisis management
- CERT
literature
- Kay Wolf, Stefan Sahling: Don't Panic. Incident Management. Resolve complex IT problems successfully. Carl Hanser Verlag GmbH & Co. KG 2014, ISBN 978-3-446-44138-5 .