IT incident management
Incident management
Incident management is the process responsible for managing the life cycle of IT incidents. Incident management ensures that normal service operation is restored as quickly as possible and the business impact is minimized.
What is an IT incident?
Any event that disrupts or could disrupt service. ITIL defines an incident as an unplanned interruption to or quality reduction of an IT service.
Primary objectives
The primary objectives of incident management are:
- Return the IT service to users as quickly as possible.
- Minimize adverse impact on the business.
- Maintain the best possible levels of service availability and quality.
Benefits and value to Rutgers
- Reduced downtime and higher service availability.
- Alignment of IT activity to real-time business priorities.
- Ability to identify potential improvements to IT services.
- Identify additional service opportunities and training gaps.
IT incident management practice advisory group
The incident management practice advisory group members listed below have been assembled to collaborate and promote best practices and guidelines around incident management.
| Name | Rutgers IT organization | Rutgers IT unit represented | Group role |
|---|---|---|---|
| Carl Von Stetten | Institutional Planning & Operations (IP&O) | IP&O IT | Co-Chair |
| Shelley Cousins | Newark | Newark IT | Co-Chair |
| Eric Marshall | Office of Advanced Computing | Advanced Research Computing | Member |
| Nancy Rohrman | Camden | Camden IT | Member |
| Travis Gant | Rutgers Biomedical & Health Services (RBHS) | Health Sciences IT | Member |
| Jinen Shah | New Brunswick IT Services (NBIT) | NBIT Chancellor's Office | Member |
| Avram Granett | Enterprise Infrastructure | OIT Enterprise Infrastructure | Member |
| Leroy Wilkins | Enterprise Service Delivery | OIT Help Desk | Member |
| Daniel Beran | Enterprise Service Delivery | OIT Help Desk | Member |
| Leonard Ambos | Enterprise Application Services | OIT Messaging and Collaboration Services | Member |
| Jason Lue | School of Arts and Sciences (SAS) | SAS IT | Member |