Incident Management within the ITIL framework

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Incident Management is addressed in ITIL’s Service Operation publication. The document describes Incident Management as the process responsible for restoring normal service operation as quickly as possible.

The ITIL publication points out that Incident Management is highly visible to the business, and therefore it is often easier to demonstrate its value in comparison to other areas of Service Operation. These values include:

the ability to detect and resolve incidents, resulting in lower downtime and higher service availability

the ability to align IT activity to real-time business priorities

the ability to identify potential improvements to services, and additional service or training requirements