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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.

NameRutgers IT organizationRutgers IT unit represented Group role
Carl Von StettenInstitutional Planning & Operations (IP&O)IP&O ITCo-Chair
Shelley Cousins Newark Newark ITCo-Chair
Eric MarshallOffice of Advanced Computing Advanced Research Computing Member
Nancy RohrmanCamden Camden ITMember
Travis GantRutgers Biomedical & Health Services (RBHS)Health Sciences ITMember
Jinen ShahNew Brunswick IT Services (NBIT)NBIT Chancellor's OfficeMember
Avram GranettEnterprise InfrastructureOIT Enterprise InfrastructureMember
Leroy Wilkins Enterprise Service Delivery OIT Help DeskMember
Daniel BeranEnterprise Service DeliveryOIT Help DeskMember
Leonard AmbosEnterprise Application ServicesOIT Messaging and Collaboration ServicesMember
Jason LueSchool of Arts and Sciences (SAS)SAS ITMember