Gartner Research

A Framework for Network Incident Management

Published: 12 June 2008

ID: G00204039

Analyst(s): Eric Siegel


The network is rapidly becoming the unified backplane for modern applications and for the entire enterprise, with many separate software and hardware elements interacting over both local area networks (LANs) and wide area networks (WANs) to perform data transactions, provide voice and video telecommunications, and deliver streaming media. This extensively rewritten and expanded Methodologies and Best Practices document by Senior Analyst Eric Siegel discusses the frameworks and surveys the techniques for performing rapid incident detection and service restoration in complex unified networks.

Table Of Contents


Rapid Diagnosis Issues

  • Increasing Importance of Performance
  • Merging of Applications and Networks
  • Configuration Discovery Problems and Rapid Change

Diagnostic Technologies and Frameworks

  • ITIL Incidents and Problems
  • Service Levels
  • Incident Classification and Responsibility Domains
    • Classification by Service Measurement
    • Classification by Benchmark Index
    • Classification by Transit Time
    • Classification by Element Measurement
    • Classification by Submeasurement Components
  • Performance Measurement
    • Measurement Techniques
    • Measurement Validation and Thresholds
  • Pattern-Finding and Correlation Tools
  • Tracing Tools
    • Dye Tracing
    • Network Tracing

Incident Management

  • Incident Detection
  • Incident Handling


Appendix A: Incident Classification Examples

  • Access to the Internet
  • Firewall Performance
  • DNS Issues
  • External Service Issues

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