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.