Role of Service Desk in Incident Management!!!

Continuous progression in business is the most important thing for the company and its people. But downtime is a big hurdle in that, as it can result in potentially bloated overheads and decreased revenues. Doesn’t matter if you have engineered the network well, issues will still be there due to the course of operations. When we talk about an incident, then it can be defined as an unplanned event that interrupts the smooth operations and has the potential to even affect the services if not addressed instantly. By following a structured incident management approach, organizations can assure minimum or negligible business impact even for unforeseen incidents.


The most crucial component in incident management is Service Desk.
In the incident management cycle, there are various functions involved and the most important of them is the service desk. The reason is that without a service desk between the technical team and the users, the issues will be as it is registered. With an unstructured practice, it is not possible for the IT team to allocate resources to the accurate issues. With a service desk, the technical team gets an interface with the user for collecting responses on different issues. The required data can then be combined and the resolution process can be prioritized and delegated. In such manner, the procedure is easier to follow, streamlined and more efficient.


Let’s come to incident management:
When we talk about incident management, then it is one of the most important processes that businesses follow in order to deliver the best output to the customers and to encourage efficient workflow.


The primary steps involved in incident management are:

  1. Incident vs. Request Filtering: All the user-requests are examined carefully by the service desk and marked as an event, request or incident. Specific resolution plans are there for incident and requests and this fastens the entire process.
  2. Ticket Engineering: After filtering a request as an incident, the service desk moves the procedure further by logging a ticket in the system attached with vital information like incident description, user profile information and other supporting details.
  3. Categorization and prioritization: Incident category and priority given should be clearly noticeable in the incident ticket. The whole resolution process can be expedited by designing a rule-based system for categorization. After categorizing an incident, the IT team must be provided with a workflow that can be immediately followed. This also helps in proficiently tracking, modeling and assisting in incident
    resolution.
  4. Closing process: While closing any incident focus should be on the feedback of the user. By getting a feedback one can find out if the resolution provided is effective enough or not. Also, the primary source of the issue is easier to track. The incident management lifecycle is all about sticking to the procedure and not missing any step. Standard set of instructions and improved collaboration between IT teams is what
    required to make incident management effective.

It won’t be wrong to say that Incident Management is very much dependent on Service Desk. Thus, having a ITSM that has nothing but the best service management tool is must.

Anubhav Goel

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