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What is Incident Management?


Incident management is the process of managing service disruptions and restoring services within agreed service level agreements (SLAs).

The goal of incident management is to restore normal operation as quickly as possible while minimizing the impact on the business or organisation. This involves identifying and analyzing incidents as soon as they occur, determining the root cause of the incident, and taking steps to resolve it.

Effective incident management requires clear communication, well-defined processes, and the ability to quickly and effectively respond to and resolve incidents.

The Incident Management Process

Incident management typically involves the following steps:

  1. Detection and identification: Identifying an incident as soon as it occurs and determining its severity and impact on the business or organisation.
  2. Classification and prioritization: Classifying the incident based on its impact and urgency, and prioritizing it accordingly.
  3. Investigation and diagnosis: Analyzing the root cause of the incident and determining the appropriate course of action to resolve it.
  4. Resolution and recovery: Taking steps to resolve the incident, such as repairing or replacing equipment, providing a workaround or alternative solution, or escalating the issue to a higher level of support.
  5. Closure: Closing the incident once it has been resolved and normal operation has been restored.
  6. Review: Reviewing the incident to identify any lessons learned and to improve processes for future incident management.

In ITIL 4, incident management is closely related to other practices, such as problem management and service request management. These practices work together to ensure that IT services are delivered in a reliable and efficient manner.

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