Task 1: Read and translate the text in written form

7 
IT SUPPORT. REPORTING INCIDENTS

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When it comes to dealing with incidents, the 
ITIL
 (Information Technology 
Infrastructure Library) framework, namely incident and problem management, is 
crucial. Incident management aims to get the service back up and operating as 
quickly as possible. Incident reporting is one of the most important phases 
in Incident management. 
Other sections of ITIL are change management, service asset and 
configuration 
management
, and service level management are closely related to incidents. 
The known error database (KEDB), which is maintained by problem management, 
is a powerful instrument in incident diagnosis. The KEDB database contains a list 
of all known faults or defects that have caused incidents in the past and methods 
for fixing or overcoming them. 
Types of incidents 
Many distinct types of incidents occur in IT infrastructure, and they are classified 
as major incidents, repeated incidents, and complex incidents. 
• 
Major incidents: Large-scale accidents don’t happen very often, but when 
they do, they cause disruptions in businesses, which have a significant 
impact on the business. Incidents such as server reboots, application failures, 
and so on. Businesses must be ready to deal with them swiftly and 
effectively. 
• 
Repetitive Incidents: Misconfiguration of IT devices or applications can lead 
to a recurrence of incidents. Escalating the problem to a higher technical 
team is the best way to deal with it. Such incidents may or may not have a 
significant impact, but they will accumulate in your toolbox, and your 
support team will devote time to resolving them. 
• 
Complex Incidents: The majority of the incidents that occur are of a level 3 
or 4 nature, which the support help desk would be able to resolve. However, 
every now and again, a difficult incident would arise that would necessitate 
the assistance of a level 1 or level 2 engineer or subject matter expert 
(SME). 
In some cases, incidents are categorized based on severity, such as L1 (high 
impact), L2, L3 to L4 (least impact). 
As per the ITIL framework, the process of incident management starts from 
identification, logging, categorization, prioritization, diagnosis, escalation to the 
next support level (if required), resolution, and closure. 

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