Creating an ITIL inspired Incident Management approach: Roots, response, and results

Incident Management is a key element of supporting any system. For Internet-based applications this function requires integration of staff, process, and tools to manage responses to integrated system events including carrier network outages or performance impacts, hosted server and infrastructure failures, application errors, and mis-configurations. A detailed description of the origin of the Incident Management approach at Wolters Kluwer is discussed, including a summary of the ITIL (Information Technology Infrastructure Library) guidance on which it is based, focusing on the custom process and tools developed to realize an improved approach over time, and the results achieved.