Learn more about Incident Management

Incidents are unplanned service interruptions, or a degradation in a service that affects normal business operations. Services are grouped into categories, such as hardware or software. Services are usually support your business infrastructure, such as email or network access. When a service interruption occurs, it can impact revenue or productivity. The severity of the incident often depends on when the interruption occurs. In a global organization, the service needs to be available 24 hours a day and seven days a week. In other scenarios, an interruption during off-peak hours has a smaller impact.

Service Management uses ITIL v3 best practice recommendations to manage the typical incident resolution process. The process depends on incident models, which describe typical incident scenarios or categories, related tasks, and predictable process phases.

Related topics

• Incident Management ITIL process

• First touch solutions

• Incident solution matching

• Incident workflow