Discipline: Incident Management
Incident Management

Relationships

Main Description

The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. ‘Normal service operation’ is defined here as service operation within SLA limits. Incident Management includes any event which disrupts, or which could disrupt, a service. This includes events which are communicated directly by users or OMES staff through the Service Desk or through an interface from Event Management to Incident Management tools.

Key Considerations

Access to the Peoplesoft CRM/Agency Supported by OMES ISD