Incident management (ITSM)

Incident management (IM) is an IT service management (ITSM) process area. The first goal of the incident management process is to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. 'Normal service operation' is defined here as service operation within service-level agreement (SLA). It is one process area within the broader ITIL and ISO 20000 environment.ITIL 2011 defines an incident as:The activities within the incident management process include:Incidents should be classified as they are recorded, Examples of incidents by classification are: