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Amazon Advanced Consulting Partner

Incident Management

Incident management is a proactive service that helps you return your IT services to normal after disruptions.

Incident Management

Service Overview

Incident management is a reactive process of returning a service to normal as fast as possible after disruptions.

Incidents, unfortunately, do happen, and time spent to resolve issues makes a big difference. Every second that is lost means lost money. Therefore, it is crucial to detect core issues and restore services as fast as possible.

ITIL (IT Infrastructure Library) incident is defined as: “An unplanned interruption that causes, may cause or reduces the IT Service quality.” Incidents may be small, medium, or severe, ranging from a printer not working properly to a server going down, making core business apps unavailable.

Incident Management Priorities

Based on the type of issue, we categorize issues by priority.

Prio 1

Prio 1

Issues that don’t affect users, users can continue to work despite the problem.

Prio 2

Prio 2

Issues that affect users, but disruption is either slight or brief.

Prio 3

Prio 3

Issues that affect a large number of users and prevent business from functioning normally.

Incident Management Roles

Based on incident priority we can group incident management roles to three groups.

1st Level Support

1st Level Support

Provides basic support level such as account management, password resets and general troubleshooting. Level 1 involves staff that is trained to resolve common incidents.

2st Level Support

2st Level Support

Provides support for complex issues that need more training and skill. Level 2 involves staff with specific knowledge of the system that is being affected by the incident.

3st Level Support

3st Level Support

Provide support for major incidents. Level 3 involves staff like chief architects or people who work on the architecture and design of IT services.

Prepare for unplanned events and minimize extended and costly downtime period!

Incident Management Workflow

Incident management process is established to minimize recovery time and to prevent future issues.

Identification

Identification

Our monitoring system detects the issue.

Logging

Logging

The support team logs the issue into our system.

Categorization

Categorization

The support team categorizes the issue.

Prioritization

Prioritization

Depending on severity issue is prioritized.

Response

Response

Our support team notifies the customer about issue priority.

Diagnosis

Diagnosis

Our support is diagnosing the issue, affected services, and possible solutions.

Escalation

Escalation

Depending on the diagnosis, the issue is escalated to 2nd or 3rd Level Support.

Resolution

Resolution

Our support team resolves the issue.

Closure

Closure

Our support team notifies the customer and closes the issue.

Incident Management Support Options

Our 24x7 support is here to help you resolve any incidents that you might have. Level of support depends on customer’s needs.

24x7 Premium Support

24x7 Premium Support

24x7 365 days a year customer support by phone or e-mail, for customers that need constant monitoring.

8-16 Regular Support

8-16 Regular Support

8-16 5 days a week customer support by phone or e-mail, for less demanding customers.

Why Should You Work With Us?

We are a team of IT experts focused on providing high-end IT services based on cloud technology. With the right amount of knowledge, experience, and quality, we continually deliver successful IT projects.

AWS Advanced Consulting Partner

AWS Advanced Consulting Partner

Sedmi odjel is one of the four largest AWS partners in the CEE region. As a client, you receive the service according to rigorous AWS quality standards.

Flexibility

Flexibility

Our infrastructure and operations teams are composed of people with vast experience across many different industries and technologies.

Knowledge and Expertise

Knowledge and Expertise

Our certified AWS and VMware experts are here to deliver IT solutions based on the industry’s best practices.

Technology Partner

Technology Partner

We act as your technology partner, helping you solve real business problems and deliver concrete benefits.

High Quality

High Quality

Our services are compliant with industry-leading IT management and cloud/information security ISO standards.

Talk to Expert

Are you interested in our Incident Management services? Schedule a FREE consultation with one of our experts!

Schedule a free talk

Or contact us via e-mail: info@sedmiodjel.com

Talk to Expert

Schedule a talk with one of our cloud experts!




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