Building IT-based incident management platform

In order to improve the IT services and make them more accessible, a lot of service supporting platforms are adopted the framework of ITIL. The service desks as the connector between the customers and platforms play a very essential role in the process of Service Support. Incident management is started from the service desh directly or indirectly. Incident management can help the customers to solve their problems and questions as soon as possible and as exactly as possible. The designs of the incident management are various, but the definition of the incident states and the responsibility of the roles are usually vague. This paper will give a design of incident management with well-defined incident states and target-clear responsibilities of the roles.