Incident Management is an IT Service Management (ITSM) practice focused on restoring normal service operation as quickly as possible and minimizing the impact of incidents on business operations.
In the IT Help Desk (ITDH) environment, incidents may involve application failures, network connectivity issues, access problems, system outages, integrations, or other technical issues that disrupt business activities.
The Incident Management process ensures that every incident is recorded, categorized, prioritized, assigned to the appropriate support team, investigated, and resolved in a controlled and consistent manner.
Before
After
