Incidenthanteringsfunktion

Incidenthanteringsfunktion is a set of processes, roles and tools within IT service management designed to handle incidents in a way that restores normal service operation as quickly as possible and minimizes business impact. It is typically implemented as part of an organization’s ITSM framework and is often aligned with ITIL 4 practices. The function is commonly embodied by a service desk or incident desk, supported by on-call teams and escalation paths.

The incident handling lifecycle usually includes detection or reporting, logging in a ticketing system, categorization and prioritization, initial diagnosis, escalation to subject matter experts if needed, implementation of a workaround or permanent fix, verification of resolution, and incident closure. A knowledge base and predefined runbooks support consistent handling, while multi-channel communication keeps stakeholders informed. Roles commonly involved include service desk staff, incident managers, and on-call specialists.

Incident management interfaces with other ITSM processes such as problem management (to identify root causes), change management (to implement fixes safely), release management (to deploy solutions), and service level management (to meet agreed SLAs). Metrics frequently tracked include mean time to restore service (MTTR), first-contact resolution rate, incident volume by category, and adherence to SLAs.

Benefits of a well-implemented incidenthanteringsfunktion include faster restoration of services, reduced business impact, improved user satisfaction, and better visibility into operational health. Challenges can include high volume, complex environments, coordinating multiple teams, and keeping documentation up to date.