Information Technology Infrastructure Library (ITIL) Incident Management

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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.

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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
Technology Specialist
Margaret Rouse
Technology Specialist

Margaret is an award-winning writer and educator known for her ability to explain complex technical topics to a non-technical business audience. Over the past twenty years, her IT definitions have been published by Que in an encyclopedia of technology terms and cited in articles in the New York Times, Time Magazine, USA Today, ZDNet, PC Magazine, and Discovery Magazine. She joined Techopedia in 2011. Margaret’s idea of ​​a fun day is to help IT and business professionals to learn to speak each other’s highly specialized languages.