Incident Management is the process of identifying, responding to, and resolving IT service disruptions to minimize impact on the campus community. A well-defined approach ensures that students, faculty, and staff experience fewer interruptions and faster resolutions when technology issues arise.

The Enterprise Service Management Office (ESMO) is leading a collaborative effort with campus IT groups to document and align on Incident Management best practices, following the ITIL 4 framework. This alignment aims to create a consistent, efficient approach to handling incidents across campus, improving response times, reducing downtime, and enhancing the overall IT support experience.

ESMO will provide resources, guidance, and support to help IT departments adopt these best practices, ensuring a more cohesive and effective incident response process for the entire university.

For more information or to collaborate on Incident Management best practices, connect with ESMO to enhance your team’s incident response and improve service reliability across campus.