ISM - IN CONTROL OF
IT SERVICE MANAGEMENT

The purpose of the incident management process is to restore the service in accordance with the service level agreement.

The process provides a structure for dealing with incidents as fast and effectively as possible. Procedures are specified for different situations, so that no time is lost discussing and devising new working methods every time an incident arises.

The process specifies how incidents are registered, prioritized, matched and analyzed. It also specifies how solutions are selected, built, tested and implemented. A range of standard solutions is prepared for frequently occurring incidents.