Incident Management Guidelines

Goal of Incident Management

The overall goal of Incident Management is to restore normal service operation as quickly as possible and to minimize the adverse impact of an incident on business operations, thus ensuring that appropriate levels of service quality and availability are maintained.  WavesCo bases its Incident Management and Technical Support procedures on ITIL Incident Management best practices.  This management methodology intends to meet service availability level requirements through consistent, documented, repeatable process.

Scope of Incident Management

In ITIL terminology, an "incident" is defined as: any event which is not part of the standard operation of a service and which causes, or may cause, an interruption to, or a reduction in, the quality of that service.