IT Incident Management
Search ITOperation, Tuesday, June 11th, 2024
IT incident management is a component of IT service management (ITSM) that aims to rapidly restore services to normal following an incident while minimizing adverse effects on the business
An incident is an unexpected event that disrupts the normal operation of an IT service. The IT incident management process begins when an end user reports an issue and concludes when a service desk or help desk team member resolves it.
IT incident management helps keep an organization prepared for unexpected hardware, software and security failings and reduces the duration and severity of disruptions from these events. It can follow an established ITSM framework, such as the Information Technology Infrastructure Library (ITIL) or COBIT, short for Control Objectives for Information and Related Technologies. It can also be based on a combination of guidelines and best practices established over time.