Easy to do a "bad" incident management

Surveys have said that, of all the ITIL Processes, the incident management is the most implemented. Actually, there was no need for a survey, as without Incident management none of the processes will deliver any.

But then, there are more than thousand ways to go wrong in the way we do this. Unless a few of the pre-requisites are met.:The basic customer focus, definitive procedures for information flow, set of rules for all type of Incidents, An Incident/ Event Management Team (which knows the who's who) and a Service Desk for background help. It is obvious that the information flow willbe supported by Escalation rules and an Automated Tool (if we can afford one)

Without these being available and not being known to the whole of the Support organization and to the Customers, its a sure-fire disaster per incident.

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