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Incident Management (ITIL v3)

Parent Process Reference Framework:  ITIL

Life Cycle:  Service Operation

Incident Management

Incident is any unplanned disruption in IT service or any degradation in the quality of IT service or failure of any CI (even if it hasn’t affected the service yet) utilised to provide IT service.

The primary objective of ITIL Incident Management Process is to restore the IT service to its normal state as quickly as possible. It is used to manage the lifecycle of all Incidents (unplanned interruptions or reductions in quality of IT services or failure of components). 

Some other objectives of ITIL Incident Management are as follows: 

  • Ensure that standardized methods and procedures are used for effective and prompt response, analysis, documentation, efficient management and reporting of incidents. 
  • Increase visibility and communication of incidents to business and IT support staff. 
  • Align incident management activities and priorities with the business strategy. 
  • Maintain user satisfaction by maintaining the quality of IT services. 


SFIA defines Incident Management as a skill:



ITIL Foundations training

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