Incident management is a proactive service that helps you return your IT services to normal after disruptions.
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.
Based on the type of issue, we categorize issues by priority.
Issues that affect a large number of users and prevent business from functioning normally.
Issues that affect users, but disruption is either slight or brief.
Issues that don’t affect users, users can continue to work despite the problem.
Based on incident priority we can group incident management roles to three groups.
Provides basic support level such as account management, password resets and general troubleshooting. Level 1 involves staff that is trained to resolve common incidents.
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.
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 process is established to minimize recovery time and to prevent future issues.
Our monitoring system detects the issue.
The support team logs the issue into our system.
The support team categorizes the issue.
Depending on severity issue is prioritized.
Our support team notifies the customer about issue priority.
Our support is diagnosing the issue, affected services, and possible solutions.
Depending on the diagnosis, the issue is escalated to 2nd or 3rd Level Support.
Our support team resolves the issue.
Our support team notifies the customer and closes the issue.
Our 24x7 support is here to help you resolve any incidents that you might have. Level of support depends on customer’s needs.
24x7 365 days a year customer support by phone or e-mail, for customers that need constant monitoring.
8-16 5 days a week customer support by phone or e-mail, for less demanding customers.
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.
Heptabit 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.
Are you interested in our Incident Management services? Schedule a FREE consultation with one of our experts!
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