Incident Management
Core ConceptsDefinition
Incident Management is the process of managing disruptions and restoring normal service operation as quickly as possible with minimal impact on business operations.
Detailed Description
Incident Management in ERP systems refers to the structured process of identifying, analyzing, and correcting issues that occur within an IT infrastructure. The primary objective is to ensure that normal service operation is restored as swiftly as possible and service quality is maintained. This process includes detecting incidents, logging them in a central repository, categorizing and prioritizing them, and finally resolving them using predefined methods.
Key Features
- Automated incident escalation
- Detailed incident tracking and logging
- Integration with problem management and change management
- Real-time reporting and dashboards
Common Modules
Knowledge Management
Provides a repository of solutions and FAQs to expedite incident resolutions.
Service Desk
Centralized hub for tracking and managing incidents with immediate support and resolution actions.
Popular Implementations
Using Incident Management in SAP ERP
SAP Solution Manager offers extensive tools for incident and problem management, tailored to minimize downtime and streamline operations.