Information Technology Infrastructure Library (ITIL) Incident Management

What Does Information Technology Infrastructure Library (ITIL) Incident Management Mean?

Information technology infrastructure library (ITIL) incident management is a process area within ITIL, which enables an organization to recover and restore to normal operations, in case of an incident. It is used to restore an organization’s operations in par with the service level agreement or related service standard. It is an IT Service Management (ITSM) methodology.


Techopedia Explains Information Technology Infrastructure Library (ITIL) Incident Management

ITIL incident management primarily consists of a set of procedures, practices and guidelines for dealing with abnormal incidents. The incident in this regard refers to any event that stops, prevents, reduces or effects, entirely or some part of the business operations, specifically how it relates to quality of service.

The primary objective of ITIL incident management is to identify the incident, categorize and prioritize it, devise a solution, restore the operations, close and monitor the incident with desired quality, shortest resolution time and with minimum impact on overall business.


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Margaret Rouse is an award-winning technical writer and teacher known for her ability to explain complex technical subjects to a non-technical, business audience. Over the past twenty years her explanations have appeared on TechTarget websites and she's been cited as an authority in articles by the New York Times, Time Magazine, USA Today, ZDNet, PC Magazine and Discovery Magazine.Margaret's idea of a fun day is helping IT and business professionals learn to speak each other’s highly specialized languages. If you have a suggestion for a new definition or how to improve a technical explanation, please email Margaret or contact her…