ITsupportincidenthantering
IT support incident management is a discipline within information technology that focuses on restoring normal service operation following an unplanned disruption or a reduction in service quality. When the term ITsupportincid... appears, it is typically a truncation of discussions around IT support incidents and incident management in IT service management frameworks.
An IT support incident is any event that disrupts or degrades an IT service, such as a
Key elements include incident logging, categorization, and prioritization to route requests to the appropriate personnel. Initial
Incident management is distinct from problem management, which seeks to identify and address underlying causes, and
Metrics such as mean time to acknowledge, mean time to resolve, and first contact resolution rate are