Everything you need to know about ITIL incident

If you want to gather basic knowledge in ITIL Incident and contribute to the success of your organisation, our short summary will give you an insight into the first steps of ITIL, especially Incident Management.

What is ITIL?

Information Technology Infrastructure Library, or ITIL, is a set of best practices for delivering IT services. ITIL was first established in the 1980s by the Central Computer and Telecommunications Agency of the British government and has been revised several times. The initial focus was on Service Strategy, Service Transition, Service Design, Service Operation and finally Continual Service Improvement. In addition to technical aspects such as hardware and software, the alignment of IT services with customer requirements is of utmost importance in ITIL.

An insight into the five phases:

Service Strategy deals with the definition of a company’s strategy to serve users. Subsequently, Service Design translates the strategy into reality by developing new service offerings or improving existing ones. Service Transition helps to connect all assets within a service and ensures that they are integrated and controlled in the highest quality. Furthermore, Service Operation deals with ensuring promising best practices in the support of services, especially in the execution and monitoring of daily operational tasks. Last but not least, Continual Service Improvement ensures the further development of the efficiency and effectiveness of IT processes and services.

ITIL – Incident Management

ITIL supports your company with several processes, functions, concepts, and competences. Well-known processes are Problem Management, Change Management, and Incident Management. The latter is part of the above-mentioned service operation within the five phases of ITIL.
Incident Management helps to manage and resolve faults as quickly as possible and to bring IT services back to their original normal state, whereby the core business is not impaired with the help of the temporary workaround. The responsibility of incident management is to inform the user regularly. The Service Desk is responsible for receiving, accepting, classifying, and handling incidents.
An incident is an event that occurs undesirably in your operation and should ideally be avoided or remedied. Malfunctions such as a defective device also present an incident, which is logged and monitored by the users or employees of the Service Desk. Ideally, you can rank incidents by urgency and level of impact and create a priority matrix. This reflects that incidents with high urgency and high potential impact would need to be ranked at a high severity level and so prioritised.


Processes and best practices in the case of an incident

  1. Users or suppliers report the incident to the Service Desk, if an incident is not already detected automatically by an event monitoring system.
  2. Each incident should be logged as a ticket in the ITSM software with all relevant details (date, user information, incident description, and solution) to enable monitoring, reporting, and tracking the status of incidents.
  3. Incidents should be distinguished from problems and changes, identified clearly, and classified according to priority. Incidents, in contrast to both, represent a shorter disruption.
  4. The service desk staff member, can try to find solutions to the incident from the knowledge base. If there is no corresponding solution, the Incident is passed on to the responsible groups, who rectify the fault and test the possible solution.
  5. Solutions that have already been found should ideally also be logged so that they can be used in the future for incidents that occur often.
  6. To standardise and increase the quality of service, all employees should use the same methods of solution.

Benefits of ITIL incident management

You can increase the value of your organisation by resolving incidents immediately and bringing services back to normal. ITIL Incident Management is very promising in the following respects:

  • ITIL generally helps you to optimise your processes and solve problems in service delivery. Furthermore, it encourages process-oriented thinking and working. Risk management is improved as ITIL proactively helps with ITSM, thereby preventing incidents.
  • One of the most important goals of ITIL incident management is to improve productivity by service desk staff keeping the processes for handling each ticket and the service levels consistent.
  • Higher quality of service, as agents decide when the most critical incidents should be dealt with first. This gives the reporters more assurance about the continuity of IT services.
  • All incidents are stored in the ITSM software so that all events can be monitored and analysed. In this way, incident management also contributes to the continuous improvement of service quality.
  • ITIL helps your company to save costs by ensuring the efficient use of resources based on company and customer requirements and reducing the number of incident tickets.
  • By handling the tickets according to the process, users are informed about what happens to their tickets and when. In this way, incident management brings a high level of transparency.

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