Incident management is a reactive process of returning service to normal as fast as possible after disruptions.
Unfortunately, incidents happen, and time spent resolving issues makes a big difference. Every second lost means lost money. Therefore, detecting core issues and restoring services as fast as possible is crucial.
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 to a server going down, making core business apps inaccessible.
Based on the incident severity, we differentiate three levels of priority.
Issues that affect a large number of users and prevent businesses from functioning normally.
Issues that affect users, but disruption is either slight or brief.
Issues that don’t affect users, users can work despite the problem.
Based on incident complexity, we differentiate three incident management roles.
Provides basic support levels such as account management, password resets, and general troubleshooting. Level 1 involves staff trained to resolve common incidents.
Provides support for complex issues requiring more training and skill. Level 2 involves staff with specific knowledge of the system affected by the incident.
Provides support for major incidents. Level 3 involves staff like solution architects or senior engineers who work on the architecture and design of IT services.
Prepare for unpredictable events and minimize prolonged and expensive downtime!
The incident management resolution process is established to efficiently diagnose the problem, find effective solutions, and consequently, minimize recovery time.
The issue is identified by our monitoring system or manually reported manually.
The issue is logged into our system automatically (through sensors) or manually by our team.
Based on the issue’s severity, our team does the prioritization.
Our team notifies the customer about the issue priority.
Our team discovers the services affected by the issue and looks for possible solutions.
Based on the diagnosis, the issue is escalated to the second or third level if needed.
Our team resolves the issue so the service functions as intended.
Our team notifies the customer about the resolution. Upon the customer’s confirmation, the issue is closed in our system.
You can choose between two incident management options based on your needs.
Option for demanding customers who rely on services that need to work all year round, 24x7.
Option for less demanding customers. Issues are resolved during regular working hours, five days a week, 7-18.
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.
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.
Our infrastructure and operations teams are composed of people with vast experience across many different industries and technologies.
Our certified AWS and VMware experts are here to deliver IT solutions based on the industry’s best practices.
We act as your technology partner, helping you solve real business problems and deliver concrete benefits.
Our services are compliant with industry-leading IT management and cloud/information security ISO standards.
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