Incidentskezelés

Incidentskezelés, or incident management, is a structured approach to responding to and resolving disruptions to IT services. The primary goal is to restore normal service operation as quickly as possible and to minimize the adverse impact on business operations. This involves a series of defined steps that guide IT personnel through the lifecycle of an incident.

The process typically begins with incident identification, where a problem is detected or reported. This is followed by incident logging, where details about the incident are recorded in a centralized system. Next is incident categorization and prioritization, which helps determine the severity and potential impact of the incident. Following prioritization, investigation and diagnosis are performed to identify the root cause of the problem.

Once the cause is understood, incident resolution and recovery are implemented. This might involve applying a workaround to restore service temporarily or implementing a permanent fix. After resolution, incident closure occurs, where the incident is documented, and lessons learned are captured to prevent recurrence. Effective incidentskezelés relies on clear communication, well-defined roles and responsibilities, and appropriate tools and technologies. The ultimate aim is to ensure business continuity and maintain a high level of service availability.