What is ITIL Incident Management Process Flow?

30.12.2019 Read

Proper functioning of IT service operations is necessary for business continuity. No sooner your service operations break down such as slowing down of the Email server than your entire business operations can be put on the verge of destruction.

Other incidents that may pose damage include:

  • Software development issues such as code merge issues or application delivery issues
  • Issues related to active directory, printer malfunction, monitor flickering, account deletion and so on.

In order to prevent this incident and the similar types of incidents, the ITIL Incident Management Process Flow comes into place. In this article, we will get a deep dive to understand how ITIL Incident Management Process Flow can help organizations by comprehensively defining each step involved in it. It also might be beneficial for for your business to be aware of major incident management process.

The IT incident management Process Flow

IT services must not be disrupted, but in the event, if this happens, their timely restoration has the utmost importance for the business.

ITIL incident management goes through a workflow that boosts efficacy and a better outcome for both providers and customers involved in the business. Following steps are included ITIL Incident Management Process Flow:

1.Incident Identification and Logging

The incident should be identified in a timely fashion. In doing so, you can prevent the incident from inflicting more damage such as prevent disrupting the services to the end-users. Once the incident has been identified, security teams log it as a ticket with the following information:

  • Date and time of the incident
  • A detailed description of the issue
  • User name and contact information

2.Incident Categorization

Incident categorization is the process of assigning a category and at least one subcategory to the incidents. Doing so can help security teams to sort out model incidents based on their categories and subcategories and allow some issues to be prioritized automatically. For instance, the incident may be categorized as “Database” and subcategory may include “SQL Injection.” Likewise, incident categories can be about network attacks, Email server attacks, application attacks, social engineering, and so on. Incidents are also categorized as high, medium, and low categories.

3.Incident Prioritization

Incident prioritization is the act of resolving the high-profile incidents first or on the basis of urgency. Prioritization ensures resolution of incidents that may cause more damage and disrupt services to users than other low-profile incidents. The incidents may be prioritized based on the following order:

  • Critical
  • High
  • Medium
  • Low

4.Incident Resolution

Once the incidents have been prioritized, now it is time to resolve the incidents based on the incident prioritization. Needless to say, the critical incident should be resolved first. Incident resolution involves a number of steps that are listed below:

  1. Initial diagnosis

    1. Incident escalation

    2. Investigation and diagnosis

    3. Resolution and recovery

5.Incident Closure

This is the last step where incident management has come to an end. In this step, the Security Operation Center (SOC) teams prepare documentation of the incident and learned-lesson report that will help to prevent future incidents.

Below is the list of such benefits:

  • Reducing the number of incidents
  • Ensuring the provision of IT services
  • Providing quick restoration in the event of incident occurrence
  • Reducing the cost that is used to resolve too many incidents
  • Improve user satisfaction
  • Decreasing the impact on business and end-users
  • Preventing reputational losses


In this article, we have observed that IT services have paramount importance for the success of any business nowadays. Unfortunately, threats actors are continuously disrupting IT services using different threat vectors and malicious techniques. However, with ITIL Incident Management Process Flow, organizations can restore their IT services and can ensure business continuity as quickly as possible. Doing so prevents them from falling prey to service disruption and reputational loss due to IT incidents. In fact, the ITIL Incident Management Process Flow works as an additional security layer for your organizational security posture.

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