Incident Management

Incident management is one of the most critical ITSM practices. Its primary goal is to minimise the negative impact of incidents by restoring normal service as quickly as possible. This includes detecting incidents, logging them, categorising and prioritising them, and coordinating resolution activities. In ITIL® 5, incident management operates within the Deliver & Support activity of the Service Value Chain. It works closely with monitoring, event management, and the service desk to ensure rapid detection and response. Major incidents require a separate process with dedicated communication and escalation procedures. Effective incident management reduces downtime, improves user satisfaction, and provides data for problem management to identify and eliminate root causes.