atvikastjórnun

Atvikastjórnun, also known as incident management, is a process used within organizations to respond to, manage, and resolve unplanned interruptions to services or reductions in the quality of a service. The primary goal of atvikastjórnun is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations. This involves a structured approach to identifying, recording, categorizing, prioritizing, diagnosing, resolving, and closing incidents.

Effective atvikastjórnun relies on clear communication channels, well-defined roles and responsibilities, and established procedures. When an incident occurs, it is typically logged in a system, and its severity and impact are assessed to determine the appropriate priority for resolution. A dedicated team, often referred to as the incident management team, then works to diagnose the root cause of the incident and implement a solution. The focus is on quick restoration of services, even if a permanent fix is not immediately available.

Once a resolution is found and services are restored, the incident is formally closed, and a review may be conducted to identify lessons learned and prevent similar incidents from occurring in the future. This continuous improvement aspect is crucial for refining the atvikastjórnun process and enhancing overall service delivery. The ultimate aim is to ensure the stability and reliability of IT services and business operations.