Incident Management


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Welcome to the Incident Management learning. This learning provides job aids and demos for how to perform key Incident Management tasks.


Incident Management processes are used to restore normal service operations as quickly as possible, and to minimize adverse affects on business operations. This ensures that the best level of service quality and availability are maintained. Service quality and availability are defined within normal service operations per Service Level Agreement (SLA) limits.


Job Aids:  Summary      (Click the below   See Tasks:  ...   links to find the corresponding task job aids.)

Create   (Job Aids) Change   (Job Aids) Display   (Job Aids) Additional   (Job Aids)
  1. Create Incident Ticket
  2. Create Major Incident
  3. Create Child Ticket
  4. Create Proactive Incidents
  1. Change Knowledge Article
  2. Change Major Incident Outages
  3. Change Incident's Triage
  1. Display Config. Item & Relationships
  2. Display Incident Ticket History
  3. Search For A Knowledge Article
  4. Access GCIM Application
  1. Location-based Routing
  2. Assign Override Function
  3. Incident Manager Report Data

 

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Click a tab to display the job aid information.

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Click a tab to display the job aid information.

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Additional Resources

The following resources provide further learning opportunities and additional information:

 

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When you have completed the learning in this content, click the below  Track Completion  button.

This allows the IT Service Management team to know that you have completed this learning and are prepared for relevant next steps.

 


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