Why Incident Management?

Why should I implement Incident Management?

Benefits of implementing Incident Management processes include:

• Maintaining service levels
• Meeting service availability requirements
• Increasing staff efficiency and productivity
• Improving user satisfaction

What is it?

Incident Management (IM) is one of the components in the ITIL Service Support area. The primary focus of IM is to restore services following an incident as quickly as possible. IM is primarily a reactive process; its processes provide guidance on diagnostic and escalation procedures required to quickly restore services.
Incident Management activities include:

• Detecting and recording incident details
• Matching incidents against known problems
• Resolving incidents as quickly as possible
• Prioritizing incidents in terms of impact and urgency
• Escalating incidents to other teams as appropriate to ensure timely resolution

http://www.teamquest.com/solutions/itil/service-support/incident-management/