🔨 Incident Management

Incident management is typically closely aligned with the service desk, which is the single point of contact for all users communicating with IT.

When a service is disrupted or fails to deliver the promised performance during normal service hours, it is essential to restore the service to normal operation as quickly as possible.

Any condition that has the potential to result in a breach or degradation of service ought to trigger a response that prevents the actual disruption from occurring. These are the objectives of incident management.