Overview

An Incident is an occurrence due to unforeseen circumstances, which, if not handled duly, can turn severe to disrupt or deteriorate organization’s assets and services. 

Examples: Personnel Absence, Power Outage, Network Failure, Transport Disruption, etc., 

The primary objective of the Incident Management is to provide immediate assistance on any impact, protect critical assets to prevent further damage, communicate with the internal and external stakeholders, coordinate response and recovery with respective IM teams and finally restore impacted systems / services to ensure BAU.

Z-Suite IT Event Management provides an “event intelligent solution” to minimize the noise and activate support teams only when they are needed so that support teams’ time can be used more productively. 

Terminology

1. Processes: Processes or functions that are aligned with IT organizational structure. For example, Application development is a Processes where various teams develop and maintain application for a specific service. Similarly , Operations , Service or Help desk , Disaster Recovery & Business Continuity are various Processes involved. 
2. Services :  Each Process is subdivided into multiple services and each service is assigned with a Team to develop or maintain or operationalize it. For more information , please check https://freshservice.com/itil/what-is-itil.
3. Integration: Integration platform as a Service (iPaaS), will provide easier means of integrating various existing ITSM  or IT Monitoring or IT Task Management tools to Zapoj  IT Event Management . Zapoj will utilize Build.io (iPaaS) via Embed option, so that Zapoj IT Event Management users can easily (using click drag) integrate their existing tools described above. Each Service can have multiple integrations. 
4. Incidents: An IT Incident is an unexpected disruption to a Service. Every Incident must belong to a Specific defined ITIL Service. Incidents can be created manually by the Incident Management Team Operator or by ITSM or Monitoring tools (via iPaaS) .
5. Staff Schedule Calendars : Each ITIL Service is assigned with a Team of Members , who had required skills to Manage particular service . Staff Schedule Calendars provide functionality to assign either regular or oncall support for a specific Member of Team . 
6. Alerts: Alerts are the messages generated from Monitoring Tools for a specific Service . Alerts can be classified based on their severity (Critical , Error , Warning , Info) .