ITIL® 4 Create, Deliver and Support (CDS) - Your companion to the ITIL 4 Managing Professional CDS certification

CHAPTER 14: VALUE STREAMS FOR USER SUPPORT: INCIDENT MANAGEMENT

In this chapter, we explore key elements of the incident management practice. Those elements include:

•Purpose and description;

•Terms and concepts;

•Practice success factors; and

•Incident handling and resolution.

Purpose and description

Incident management is probably the most well-known service management process – everyone has experienced some sort of technical failure that has needed resolution. That is exactly what the incident management practice does. The purpose of incident management is: “to minimize the negative impact of incidents by restoring normal service operation as quickly as possible.” An incident is defined as “an unplanned interruption to a service or reduction ...