ITIL Incident Management: An Introduction
ITIL 4 Incident Management › Incident management is the practice of minimizing the negative impact of incidents by restoring normal service operation as quickly as possible. Let’s take a look at this practice within ITIL v3. (This article is part of our ITIL v3 Guide . Use the right-hand menu to navigate.) ITIL ® incident management 101 Incident management is typically closely aligned with the service desk , which is the single point of contact for all users communicating with IT. When a service is disrupted or fails to deliver the promised performance during normal service hours, it is essential to restore the service to normal operation as quickly as possible. Any condition that has the potential to result in a breach or degradation of service ought to trigger a response that prevents the actual disruption from occurring. These are the objectives of incident management. Download Now: ITIL 4 Best Practice e-Books These all-new for 2020 ITIL e...