Best Practices for ITIL framework in Incident Management via Solarwinds.com - 2-minute video

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ITIL - Information Technology Infrastructure Library, is a standard industry framework.

Used for incident management by many major IT companies in their incident management software.?

ITIL operates using a uniform protocol, which is regularly updated to accommodate new technologies.?

ITIL guidelines include incident management as a critical function for business IT. When something is amiss in the system, employees are often the first users to notice.?

Incident management helps to fix issues based on detailed complaints, or “tickets,” submitted by employees.?

Once an employee has submitted a ticket alerting IT management of an incident. Then IT management must diagnose the incident and send it to the appropriate technician.?

The problem might be an issue with network functionality or any number of other common IT issues.

?With an organized system for ITIL incident management, a business can operate more quickly.

Then resolve a range of issues and help the employee get back to work with the IT tools they need.

For both requesters and agents, incidents and impacted assets are matched with relevant solutions articles.?

And once the IT team has received a ticket, they can quickly fulfill employee needs by visualizing the full incident lifecycle while keeping ITIL best practices in mind by easily escalating incidents to a problem or associating them to an upcoming change.

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