Page 323 - ITIL® Foundation 3.15

Incident Workaround Incident Model Categorization Escalation
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Incident – any unplanned interruption to an IT service or reduction in the quality of that service.
Workaround - (a temporary fix) workarounds are used to attempt to reduce the impact of an incident by restoring service (put the user back to work). There often will not be a full resolution (or permanent solution) to this issue. Incident Management does not care about permanent resolutions, but only that the user goes back to work as quickly as possible.
Incident Model - A pre-defined set of steps for handling a known type of incident. Models can be designed for any process, and allow that process to be able to handle more activity while maintaining control.
Categorization – information entered into an incident ticket that identifies the attributes of the incident; who is involved, what service, what CI’s are involved, when did it happen, is the issue associated with hardware, software, people, or other. Categorization is used in Incident management, problem management, change management, release management. Tickets with the same categorization across processes are automatically related by virtue of having the same categorization or attributes. Escalation – the moving of an issue from the currently involved resource to another resource (with more experience or knowledge)...This can be done in order to involve the correct skill-set (functional escalation), or to address the time that has elapsed, or the issue of customer dissatisfaction with progress (hierarchical escalation)
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