Incident Management
Incident management is the ITSM process of identifying, logging, categorizing, and resolving unplanned service disruptions to restore normal operations as quickly as possible.
In Depth
Incident management is a core ITIL process focused on minimizing the business impact of service disruptions. It follows a structured workflow: detection (monitoring systems alert or users report), logging (creating a detailed incident record), categorization (classifying by type and affected service), prioritization (assessing impact and urgency), investigation (diagnosing the root cause), resolution (applying a fix or workaround), and closure (confirming service restoration and documenting the solution). AI enhances every step: automated detection through anomaly monitoring, intelligent categorization based on historical patterns, priority scoring using impact analysis, correlation with known errors for faster diagnosis, and automated resolution of common incidents like service restarts or permission resets.
AI-powered incident management reduces mean time to resolution by 40-70%.
Related Terms
IT Service Management
IT Service Management (ITSM) is a set of policies, processes, and procedures for designing, delivering, managing, and improving IT services to meet business needs.
Problem Management
Problem management is the ITSM process of identifying and addressing the root causes of recurring incidents to prevent future occurrences and minimize service impact.
Change Management
Change management is the ITSM process of controlling modifications to IT systems, services, and infrastructure to minimize disruption and ensure changes are implemented successfully.
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