incidenskezelési

Incidenskezelési, often translated as incident management, is a systematic process used by organizations to respond to and manage unexpected events or disruptions that can impact their operations, services, or systems. The primary goal of incident management is to restore normal service operation as quickly as possible and to minimize the adverse impact on business operations. This involves a series of steps including detection, logging, categorization, prioritization, diagnosis, resolution, and closure of incidents.

The process typically begins with the identification of an incident, which can be reported by users, detected by monitoring tools, or identified by IT staff. Once an incident is detected, it is logged in a centralized system, often an IT service management (ITSM) tool. This log entry includes details about the incident, its impact, and the affected services. Following logging, incidents are categorized based on their nature and the affected component, and then prioritized according to their severity and business impact.

Diagnosis involves investigating the root cause of the incident. Once the cause is understood, a resolution is implemented. This might involve a workaround to restore service quickly or a permanent fix. After the resolution is applied, the incident is tested to ensure normal service has been restored. Finally, the incident is closed, and a review may be conducted to identify lessons learned and prevent recurrence. Effective incident management is crucial for maintaining service availability, user satisfaction, and overall business continuity.