Incident Management
ITIL Process Guide for IT Professionals
Incident Management Objective
Restore normal service operation as quickly as possible while minimizing business impact. Focus on speed of restoration rather than root cause analysis, which is handled by Problem Management.
Process Overview
Quick Response
Immediate acknowledgment and rapid triage of all incoming incidents.
- 15-minute response target
- Priority-based routing
- Automated notifications
Team Coordination
Effective collaboration across L1, L2, and L3 support teams.
- Clear escalation paths
- Knowledge sharing
- Regular communication
Service Restoration
Focus on restoring service to users as quickly as possible.
- Workaround implementation
- User communication
- Service verification
ITIL Best Practices
Key Principles
- Service restoration over investigation
- User impact minimization
- Proper documentation and closure
Success Metrics
- Mean Time to Restore (MTTR)
- First Call Resolution Rate
- Customer Satisfaction Score