15 step itsm incident management process

15-Step ITSM Incident Management Process

In ITService Management (ITSM), mastering the intricacies of Incident Management is vital for organizations striving to maintain uninterrupted IT services. The15-step ITSM Incident Management process is a proactive system to detect, analyze, and address disruptions in IT services, ultimately ensuring minimal impact on business continuity. At the forefront of this evolution is Wolken Software, which is introducing anavant-garde AI-enabled approach to streamline incident resolution and elevate the overall efficiency of ITSM Incident Management. Let's explore the technical intricacies of ITSM with the cloud and explore the transformative possibilities.

Importance of ITSM Incident Management Process

ITSM(IT Service Management) Incident Management is a proactive process designed to detect, analyze, and promptly respond to disruptions or interruptions in an organization's IT services. It focuses on restoring services to predefined levels outlined in the service level agreements (SLAs). The aim of incident management is to minimize disruptions to business continuity and to ensure that normal operations can be resumed quickly. 

ITSM Incident Management is crucial for organizations as it addresses disruptions ranging from individual user issues to widespread service outages. Timely and effective incident management ensures quick resolution, minimizing downtime and financial losses. Incident management maintains productivity, meets SLAs, and enhances overall IT service quality by streamlining the process. Incident management tools streamline response processes, enhancing efficiency during emergencies. Organizations can conduct performance evaluations and assess service delivery effectiveness using IT service management software.

What are the 15 Steps of the ITSM Incident Management Process?

To properly execute the ITSM Incident Management process, the below-mentioned 15 steps should be followed carefully.

1.    Incident Logging

Initiating the ITSM incident management process begins with efficient incident logging. Organizations employ various channels such as phone calls, emails, SMS, web forms, and live chat messages to facilitate the reporting of incidents. These channels serve as the entry points for capturing crucial details, including the incident's name or ID number, a comprehensive description of the issue, the date of occurrence, and the assignment of an incident manager responsible for tracking and overseeing the resolution.

2.    Incident Categorization

Once incidents are logged, the next step involves categorization. Incidents are categorized based on the affected areas, such as network or hardware disruptions. This classification is crucial for creating a structured approach to incident resolution. Additionally, sub-categorization may be employed to provide a more granular level of detail, ensuring a more precise and efficient resolution process.

3.    Incident Prioritization

Prioritization is crucial to managing incidents effectively. A priority matrix is employed to determine the urgency and impact of each incident. This categorization allows organizations to prioritize Critical, High, Medium, or low incidents. This prioritization guides the resolution efforts, ensuring critical issues receive immediate attention and resources.

4.    Incident Assignment

Upon categorization and prioritization, incidents are automatically assigned to relevant technicians or support teams. The goal is to ensure that incidents are distributed equitably among available resources. Automated assignments treamlines the process, enabling a swift response and resolution to reported incidents. IT ticketing software automates issue tracking and resolution, fostering streamlined communication and efficient problem management.

5.    Task Creation and Management

Complex incidents often require breaking down into manageable tasks. Task creation and management are essential components of the incident resolution process.Technicians may collaborate on various tasks to address different aspects of the incident. This division of labor ensures efficient resolution, involving multiple technicians or departments as needed.

6.    SLA Management and Escalation

ServiceLevel Agreements (SLAs) are associated with incidents based on category, requester, impact, and urgency parameters. Automated escalations are configured to address potential or actual SLA breaches. This ensures that incidents are resolved within the acceptable timeframes defined by the SLAs. Technicians receive notifications and can escalate incidents if necessary, preventing any delays in resolution.

7.    Incident Resolution

Armed with the relevant information gathered during incident logging and categorization, technicians diagnose the incidents. They provide either a temporary workaround or a permanent solution to address the reported issue. There solution process concerns meeting end-user needs and expectations, ensuring a comprehensive and satisfactory resolution.

8.    Incident Closure

Once the incident is successfully resolved, the organization proceeds with incident closure. This involves closing the incident ticket and applying appropriate closure codes for documentation purposes. Closure codes provide valuable insights into the nature of the incident and its resolution, aiding in future analysis and reporting.

9.    Post-Incident Review - Internal Evaluation

Conducting a thorough internal evaluation is crucial for continuous improvement. This step involves assessing various aspects of theITSM incident management process, including incident identification, information flow, team structure, resource utilization, process adherence, and reporting. The internal evaluation serves as a feedback loop, identifying strengths and areas for enhancement.

10.Post-Incident Review - Incident Identification

Examining how incidents were identified is a critical aspect of the post-incident review. Organizations assess the methods employed for incident detection, the time taken for detection, and opportunities for early identification. Insights from this evaluation contribute to refining incident detection strategies and minimizing the time between incident occurrence and detection.

11.Post-Incident Review - Information Flow andCommunication

Effective communication is essential during incident management. This post-incidentreview stage involves evaluating the speed and effectiveness of communication throughout the incident lifecycle. Stakeholder updates, the channels used for communication, and the overall ease of communication with end-users are analyzed. This assessment helps optimize communication strategies for future incidents.

12.Post-Incident Review - Structure

The initial incident response team structure is reviewed during this stage of thepost-incident review. Any changes made to the team structure during the incident are analyzed, and opportunities for improving the organization of the incident-handling team are identified. This ensures that the team structure aligns with the dynamic nature of the incident resolution.

13.Post-Incident Review - Resource Utilization

Assessing the resources deployed for incident resolution is a critical component of the post-incident review. Organizations evaluate the efficiency of resource utilization, considering factors such as response times, mobilization of resources, and overall capacity utilization. This analysis helps identify opportunities for improving resource allocation in future incidents.

14.Post-Incident Review - Process

The adherence to the defined ITSM incident management process is thoroughly analyzed during this stage. Organizations assess whether there were deviations in the incident management workflow and process. The review includes an evaluation of SLA adherence, monitoring of the process during incident handling, and opportunities for enhancing the overall efficiency of the ITSM incident management process.

15.Post-Incident Review - Reporting

Generating reports to analyze how incidents were handled is a key aspect of thepost-incident review. Organizations create detailed reports encompassing various parameters such as incident life cycle stages, SLA adherence, and specific areas for improvement. These reports serve as valuable insights for refining incident management strategies and enhancing overall organizational resilience.

The15-step ITSM Incident Management Process is a comprehensive framework designed to ensure IT incidents' efficient and effective resolution. Each step is crucial in streamlining incident handling, promoting communication, and fostering continuous improvement of Incident Management in ITSM.

ITSM Incident Management Roles and Responsibilities

Effective ITSM Incident Management Process relies on well-defined roles and responsibilities within incident response teams. Clear delineation of tasks ensures that during an incident, no crucial work is overlooked, and communication breakdowns are minimized. Organizations can streamline their operations by leveraging advanced IT service management (ITSM) tools, enhancing efficiency and productivity. Here are key roles and their respective responsibilities: 

Incident Manager

●     PrimaryResponsibility: Overseeing the entire incident response effort, coordinating and directing all facets of the response.

●     SecondaryResponsibilities: Varied and may involve ad hoc role assignments, such as tech leads or communications managers.

Tech Lead

●     PrimaryResponsibility: Senior technical responder focusing on diagnosing and resolving technical issues during incidents.

●     SecondaryResponsibilities: Communicating updates, documenting actions, participating in postmortems, and escalating as needed.

Communications Manager

●     PrimaryResponsibility: Handling internal and external communications about the incident, including updates and status page management.

●     SecondaryResponsibilities: Collecting customer responses and interfacing with high-levels take holders.

Customer Support Lead

●     PrimaryResponsibility: Ensuring timely and appropriate responses to incoming tickets, calls, and tweets related to the incident.

●     SecondaryResponsibilities: Passing customer details to the incident-response team.

Subject Matter Expert

●     PrimaryResponsibility: Technical responder with expertise in the affected system or service, suggesting and implementing fixes.

●     SecondaryResponsibilities: Providing context and updates, paging additional subject matter experts.

Social Media Lead

●     PrimaryResponsibility: Managing communication about the incident on social channels.

●     SecondaryResponsibilities: Updating the status page and sharing real-time customer feedback.


●     PrimaryResponsibility: Recording key information about the incident and response efforts.

●     SecondaryResponsibilities: Maintaining an incident timeline and documenting key people and activities.

Problem Manager

●     PrimaryResponsibility: Identifying the root cause and suggesting preventive changes beyond incident resolution.

These roles, each with specific duties, contribute to a well-coordinated incident response framework, minimizing downtime and ensuring effective communication during critical situations.

Incident Management Tools for Implementation

Implementing robust Incident Management Tools is pivotal in optimizing IT Service Management(ITSM) processes. Wolken Software is a leading solution, seamlessly integratingAI-enabled processes to drive transparency, swift responses, and enhanced agent efficiencies. Its cloud-based platform ensures a streamlined incident tracking, categorization, and resolution workflow.

Wolken Software: Leading the ITSM Revolution

Wolken Software is the epitome of innovation in IT Service Management (ITSM). With itscloud-based agility, AI-driven incident handling, and real-time tracking,Wolken ensures organizations stay ahead in today's dynamic business landscape.Major Incident Management, a robust knowledge base, and SLA management make Wolken the dominant force, aligning seamlessly with ITSM incident management process flow and ITSM incident management workflow. Wolken is the go-to solution for businesses aspiring to elevate their incident management processes.

Several notable incident management tools complement Wolken's dominance in the ITSM Incident Management Process:

Jira Service Management

Part of the Atlassian family, Jira excels in incident swarming and on-call alerting.With customizable workflows and advanced features in the Premium and Enterprise plans, it's a comprehensive choice for managing incidents.

New Relic

Focused on performance-related incidents, New Relic offers a live feed overview and customizable charts. Its pricing structure includes Standard, Pro, andEnterprise plans to cater to varying business needs.


Described as a "single pane of glass," BigPanda provides a real-time view of incidents with role-based access and customizable views. Its emphasis on rootcause analysis enhances incident resolution processes.

SolarWinds Service Desk

Tailored for internal IT teams, SolarWinds Service Desk includes a service portal, knowledge base, and collaboration tools. With different plans like Essentials,Advanced, and Premier, it caters to diverse organizational requirements.

Spice works

Spice works offers free cloud-based incident management with features like ticket management and user self-service. While ad-supported, it serves as a viable option for businesses on a budget.

InITSM incident management, Wolken Software emerges as the dominant force, ensuring an efficient workflow aligned with the ITSM incident management process flow. Its comprehensive features and AI-driven approach set it apart for businesses seeking optimal incident resolution.

AI-Enabled Incident Management with Wolken

Wolken Software introduces a groundbreaking era in incident management by integratingArtificial Intelligence (AI) into its IT Service Management (ITSM) solutions.With AI-driven incident handling, Wolken ensures a proactive and intelligent approach to resolving issues before they escalate. The key features of AI-enabled incident management with Wolken include:

●     Predictive Analysis: Leveraging AI algorithms, Wolken predicts potential incidents by analyzing historical data and patterns, allowing organizations to take preventive measures in the ITSM Incident Management Process.

●     Automated Ticketing: AI automates the incident ticketing process within the ITSM Incident Management Process, ensuring swift identification, categorization, and prioritization based on historical data and real-time analysis.

●     Intelligent Resolution: Wolken's AI analyzes past incident resolutions in the ITSM Incident Management Process, learning and adapting over time. This ensures more accurate and efficient problem-solving, reducing resolution times.

●     Continuous Learning: The AI system continually learns fromnew incidents in the ITSM Incident Management Process, updates its knowledge base, and refines its predictive capabilities, enhancing its effectiveness with each incident.

●     Enhanced Decision-Making: AI provides actionable insights forIT teams in the ITSM Incident ManagementProcess, facilitating informed decision-making and strategic planning top revent recurring incidents.

By embracing AI-enabled incident management with Wolken, organizations propel themselves into an era of proactive IT operations. This transformative approach ensures faster incident resolution, optimizes resources, reduces downtime, and enhances the overall ITSM Incident Management Process. Wolken's AI integration exemplifies a commitment to innovation, reinforcing its position as a leader in the ITSM landscape.


The15-step ITSM Incident Management process is a robust framework for effective IT service handling. Wolken Software, with its AI-driven capabilities, emerges as a technological power house, proactively mitigating incidents. Incorporating AI brings predictive analysis, automated ticketing, and intelligent resolution to the forefront. Wolken's commitment to continuous learning and enhanced decision-making cements its position as a cutting-edge solution, revolutionizing ITSM Incident Management.

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