Incident Management: Assess

As detailed in the Incident Management ITSM process, IT organizations should develop a knowledge base in the form of an up-to-date problem/error database. Although many IT organizations will develop this knowledge base after the Incident Management process has been implemented, Log Intelligence platforms can be used to pre-build this knowledge base before the actual implementation.

IT organizations can review all of the alerts that have been generated by Log Intelligence to:

  • Understand previous Incidents in terms of failure rate, devices or device types that fail most often and when do most Incidents occur
  • Identify existing Problems, e.g., incidents that occur repeatedly
  • Compare these Problems to existing knowledge base to determine workarounds, thus building up a list of Known Errors

In addition, IT organizations can perform long-term searches or reports on the Log Intelligence platform to identify any Incidents that were not previously detected.