When service impacting events occur in an IT environment and require intervention and communication, Oracle Advanced Support Platform captures and manages this data within the Incident Management. Incident Management enables a service delivery user to create, route, update, resolve, and close incident tickets. In addition, all incident tickets created from Event Management are available in Incident Ticket Management.
You can access Incident Ticket Management through Oracle Advanced Support Platform and use it to identify faults in the IT infrastructure. The effective management of incidents is a complex process that requires interaction with many other service management functions, most notably the Change Management and Knowledge Management services. This integration enables you to effectively resolve incidents by rapidly pinpointing their sources and providing controlled implementation of required changes.
The Change Management service assists Incident Management by:
Providing information about current and future change activity, as well as change history
Providing controlled implementation of changes
Providing up-to-date information to customers on progress of change
For example, a request for change (RFC) may be raised to modify the system by resolving the known error identified by the Incident Management service.
The Configuration Item Management service assists Incident Management by:
Providing valuable information about how much of the IT infrastructure is affected
Providing up-to-date information on customers, owner and status of Configuration Items (CI)
Assisting with identification of incidents of similar CI type